Evaluación de la calidad de los servicios turísticos en el cantón Rumiñahui, año 2021

Abstract

Abstract:This study carried out an evaluation analysis of the quality of service in restaurants in Rumiñahui. An on-site survey was conducted at five establishments. Using the SERVQUAL scale and ECSI (European Customer Satisfaction Index) as a measurement instrument to generate the survey. To obtain results and interpret data, the structural equation modeling technique was applied, seeking to recognize the influence of variables on the perception of service quality. The questionnaire of 40 constructs grouped into seven sections. Each construct sought to collect information about the perception that users had of the company in the dimensions: tangible and intangible elements, corporate image, reputation, quality of services, level of satisfaction. The results showed that the tangible elements were not relevant in the perception of the quality of service, while the tangible elements were. It is verified, the influence of the quality of the service towards the image, the reputation and the satisfaction. And the incidence of satisfaction towards the image, as well as the relevance of the image to the reputation.