Resumen

SOTO ESPEJO, Simeón  y  VILLENA ANDRADE, Tomas Dalí. Perceived quality in three-star Hotels using the Hotelqual Model in the city of Huánuco - 2018. Revista San Gregorio [online]. 2020, n.38, pp.27-37. ISSN 2528-7907.  https://doi.org/10.36097/rsan.v1i38.1195.

The quality of the service offered is a determining factor for the satisfaction of the visitor and the increase of the tourist flow. For this reason, in recent times, models have been developed to measure the quality of services, which are applied to different areas of the productive sector, and even in the hotel sector there are scales for measuring quality that have been specially designed for this type of service; however, there is currently no validated model for measuring quality in the hotel sector in Peru. The purpose of the research was to determine the level of service quality perceived by visitors in the three star hotels in the city of Huanuco by applying the HOTELQUAL model. The study is a quantitative, descriptive, non-experimental cross-sectional approach. As a result, the perception of service quality by visitors to the three star hotels in the city of Huánuco was reflected, showing a good level of quality perception with respect to facilities and organization, while with the personal dimension the level of perception is regular.

Palabras clave : Perceived quality of service; three star hotels; user perception; user satisfaction.

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