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Vol. 21 No. 2 (2021)
Inquietud Empresarial 21(2) Julio-Diciembre 2021: Special Issue on: "Business and Management on Innovation and Sustainability"

MANAGEMENT, PRODUCTION AND SERVICE

Parameters of service quality and its relationship with customer satisfaction in four-star accommodations in Mazatlan, Sinaloa, Mexico

https://doi.org/10.19053/01211048.11962

Published 2021-12-01

  • Jaime Josué Morales Morales
    • ,
  • Eleazar González Álvarez
    • ,
  • Nadia Aileen Valdez Acosta
    • ,
  • Jesús René Morales Morales

Jaime Josué Morales Morales
Universidad Autónoma de Sinaloa, Facultad de Contaduría y Administración, Ciudad Universitaria calle universitarios Ote. C.P. 80013, Culiacán, Sinaloa, México

Eleazar González Álvarez
Universidad Autónoma de Sinaloa, Facultad de Contaduría y Administración, Ciudad Universitaria calle universitarios Ote. C.P. 80013, Culiacán, Sinaloa, México

Nadia Aileen Valdez Acosta
Universidad Autónoma de Sinaloa, Facultad de Contaduría y Administración, Ciudad Universitaria calle universitarios Ote. C.P. 80013, Culiacán, Sinaloa México

Jesús René Morales Morales
Universidad Autónoma de Sinaloa, Facultad de Contaduría y Administración, Ciudad Universitaria calle universitarios Ote. C.P. 80013, Culiacán, Sinaloa México

Abstract

The objective of this study is to identify the most significant parameters that contribute to customer satisfaction based on the service provided to guests of a four-star hotel in the port of Mazatlán, Sinaloa, through a quantitative-descriptive and cross-sectional methodology. A survey was applied to a population of 100 guests with a sampling error of 1.89% using an instrument with a Cronbach's Alpha of 0.92 of reliability. Statistical cross-tabulation analysis was used to treat the data provided by the applied instrument and by means of Pearson's chi-square and the value of p = (0.05), it was possible to identify those 12 elements were considered to assess the satisfaction of the hotel guests, the results show that ten of them present a greater positive relationship on the variable to be explained called satisfaction, offering a quality of service as a result.

Keywords: Customer satisfaction, quality of service, hotel sector.

JEL codes: M31

Received: 26/10/2020. Accepted: 25/07/2021. Published: 01/12/2021. 

Keywords

Customer satisfaction, quality of service, hotel sector

PDF (Español)

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