The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela

dc.creator	Flora María Díaz-Pérez
dc.creator	Marysela Coromoto Morillo-Moreno
dc.creator	María Yolanda Bethencourt-Cejas
dc.date	2011
dc.date.accessioned	2022-03-17T18:04:54Z
dc.date.available	2022-03-17T18:04:54Z
dc.identifier	http://www.redalyc.org/articulo.oa?id=63122680002
dc.identifier.uri	http://biblioteca-repositorio.clacso.edu.ar/handle/CLACSO/50412
dc.description	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.
dc.format	application/pdf
dc.language	en
dc.publisher	Centro de Investigaciones Comerciales e Iniciativas Académicas
dc.relation	http://www.redalyc.org/revista.oa?id=631
dc.rights	Forum Empresarial
dc.source	Forum Empresarial (Puerto Rico) Num.1 Vol.16
dc.subject	Administración y Contabilidad
dc.subject	Service quality
dc.subject	tourism
dc.subject	Servqual model
dc.subject	five gaps model
dc.title	The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
dc.type	artículo científico