Guest perception at Hotel Avenida in San Francisco de Campeche, Mexico
DOI:
https://doi.org/10.24054/face.v19i1.490Keywords:
Calidad, Servicio, Modelo SERVQUAL, TurismoAbstract
The objective is to understand the perception of guests at Hotel Avenida located in San Francisco de Campeche, Campeche. This was based on the SERVQUAL Model, which measures service quality through the differences between customer expectations and perceptions across its five dimensions: tangibility, responsiveness, reliability, assurance, and empathy. The results show that all dimensions have positive differentials; however, tangibility and responsiveness had a smaller differential compared to the other dimensions, indicating a need for greater focus on these areas. Implementing an improvement plan based on training workshops to attract and retain potential customers can achieve positive results for the hotel.
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