The User Gap (Perceptions-Expectations) in Tourism Accommodation Services in Mérida State, Venezuela
- Díaz-Pérez, Flora María
- Morillo-Moreno, Marysela Coromoto
- Bethencourt-Cejas, María Yolanda
ISSN: 2475-8752, 1541-8561
Year of publication: 2011
Volume: 16
Issue: 1
Pages: 25-57
Type: Article
More publications in: Fórum Empresarial
Abstract
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 de ned by their level of education and earnings.