The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
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| Format: | Artículo científico |
| Language: | en |
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Universidad de Puerto Rico
2011
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| author | Flora María Díaz-Pérez |
| author_facet | Flora María Díaz-Pérez |
| contents | The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela Flora María Díaz-Pérez Marysela Coromoto Morillo-Moreno María Yolanda Bethencourt-Cejas Administración y Contabilidad tourism Servqual model Service quality five gaps model The present research focuses on service quality in tourism accommodation, measured using a combination of the Servqual model, which measures quality from the user's/turist¿s perspective, and the 5-gaps model, in an attempt to account for the discrepancy between client expectations and perceptions. The measurement allows us to infer a service quality shortfall given that expectations exceed perceptions. A quality shortfall was noted in both seasons. Moreover, differences in average Servqual scores were found to exist only among the user groups defined by their level of education and earnings. 2011 artículo científico 1541-8561 https://www.redalyc.org/articulo.oa?id=63122680002 en http://www.redalyc.org/revista.oa?id=631 Forum Empresarial application/pdf Universidad de Puerto Rico Forum Empresarial (Puerto Rico) Num.1 Vol.16 |
| format | Artículo científico |
| id | redalyc_63122680002 |
| institution | Redalyc |
| language | en |
| publishDate | 2011 |
| publisher | Universidad de Puerto Rico |
| spellingShingle | The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela Flora María Díaz-Pérez Administración y Contabilidad tourism Servqual model Service quality five gaps model The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela Flora María Díaz-Pérez Marysela Coromoto Morillo-Moreno María Yolanda Bethencourt-Cejas Administración y Contabilidad tourism Servqual model Service quality five gaps model The present research focuses on service quality in tourism accommodation, measured using a combination of the Servqual model, which measures quality from the user's/turist¿s perspective, and the 5-gaps model, in an attempt to account for the discrepancy between client expectations and perceptions. The measurement allows us to infer a service quality shortfall given that expectations exceed perceptions. A quality shortfall was noted in both seasons. Moreover, differences in average Servqual scores were found to exist only among the user groups defined by their level of education and earnings. 2011 artículo científico 1541-8561 https://www.redalyc.org/articulo.oa?id=63122680002 en http://www.redalyc.org/revista.oa?id=631 Forum Empresarial application/pdf Universidad de Puerto Rico Forum Empresarial (Puerto Rico) Num.1 Vol.16 |
| title | The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela |
| topic | Administración y Contabilidad tourism Servqual model Service quality five gaps model |
| url | https://www.redalyc.org/articulo.oa?id=63122680002 |