Análisis de la calidad del servicio del Hotel Sonesta-Loja mediante el método ecuaciones estructurales, año 2020

Abstract

Abstract: The purpose of this study is to analyze the quality service that is being provided in the Hotel Sonesta-Loja through the structural equations method, and thus to know in a general way the observations and opinions of the clients regarding the services received, so that the company can reorient its operating scheme and optimize the strategies associated with the services it provides. For this, a methodology with a quantitative approach was applied and supported by a type of descriptive research. The survey was used as a technique and structural equations were applied as a data analysis method. As the main findings, there is a very significant relationship between the quality of the intangible elements andthe value perceived by hotel customers, also between the perceived value and the level of satisfaction, as well as between the tangible elements and the value. perceived. This derivation is based on the fact that for all the p-value was less than 0.01. Finally, between the tangible elements and the level of satisfaction, the relationship is significant (p-value = 0.0236)