![]() In the case of the hospitality industry, two of the most used instruments are the models SERVQUAL (Parasuraman, Zeithaml and Berry, 1988 Mei, Dean and White, 1999, Akbaba, 2006) and SERVPERF (Cronin and Taylor, 1992 Choi and Chu, 2001 Al Khattab, 2011 Nashwa, 2015 Babić, Arslanagić, Banda and Sivac, 2019), which use components (dimensions) that at the same time conform a construct to be studied ( Table 1). Thus, the reason why it represents at the same time a strategic factor to locate enterprises in a favorable and competitive position (Hsiao, H. Quality constitutes one of the most relevant decision variables for customers to choose among the goods and services in competitive markets. et al (2017) mentioned that evaluating service quality originates mainly in the customer’s opinion, who at the same time informs the enterprise if it is really offering a competitive service with an acceptable quality. To assess service quality, the literature has documented several methodologies (García and Díaz, 2008 Duque and Diosa, 2014) where the intention is to measure how well it agrees with the level of service perceived by the customer expectations (Zeithaml, Bitner and Gremler, 2013). Keywords: Service, quality, hotel, nominal variable, Likert scale. The nominal scale revealed information that the numerical interval could not show, providing some advantages for service quality assessment. The results show that service quality among holiday seasons contrasts according to the type of stopover. ![]() The perception of hotel service quality was measured during three holiday seasons and contrasted using non-parametric hypothesis tests to observe significant changes when it was valued with a numerical interval and nominal scale. ![]() This study proposes measuring and comparing service quality in a hotel using two different assessment scales: numerical interval and nominal. Nevertheless, an analysis based only on the nominal scale -leaving aside the typical numerical one- may be performed. This approximation allows performing operations and comparisons but has generated controversy over statistical management and data interpretation. Service quality is commonly measured with instruments that use the Likert scale, which corresponds to a qualitative variable (ordinal or nominal) that in turn is associated with a quantitative one (discrete or continuous). ![]()
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