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Mónica Méndez Díaz
Universidad Rey Juan Carlos
España
https://orcid.org/0000-0001-9298-3048
Juan José Fernández Muñoz
Universidad Rey Juan Carlos
España
https://orcid.org/0000-0001-5519-7515
Clara Martín Duque
Universidad Complutense de Madrid
España
https://orcid.org/0000-0002-9270-7200
Vol. 15 Núm. 1 (2021), Artículos, Páginas 78-97
DOI: https://doi.org/10.17979/rotur.2021.15.1.5985
Recibido: feb 20, 2020 Aceptado: jun 7, 2020 Publicado: feb 1, 2021
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Resumen

Este estudio proporciona información sobre la relación entre la calidad percibida y la satisfacción. La calidad percibida se mide a través de cuatro atributos elegidos los cuales son la atención recibida, el estado de las instalaciones, la limpieza general y la relación calidad-precio. A través de una muestra de la percepción dada por clientes de establecimientos hoteleros alrededor del mundo se analizan las relaciones y el peso de las distintas dimensiones de la calidad percibida con la intención de recomendación. Para dicho estudio se utiliza una base de datos amplia y permite identificar que atributos son más importantes para los clientes en el momento de valorar los servicios hoteleros recibidos por hoteles de diferentes categorías.

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