The general objective of this article is evaluate the perceived quality service in Los Ríos hotels, Ecuador. The specific one are: 1. Know the dimensions and attributes, reliable to evaluate the perceived quality service in Ecuador hotels; 2. Measure the perceived quality service in 2/3 star hotels, Ecuador and 3. Measure the perceived quality service in 4/5 star hotels, Ecuador. The methodological strategy used was the application of a version of Servperf model, with dimensions and attributes adapted to the ecuadorian hotel environment (Quevedo, Los Ríos). A survey was conducted aimed at a sample of 385 guests (41 hotels). The main results of the investigation were: The scale proposed for the evaluation of the quality perceived by the clients of the hotel service -HotelRío Servperf- evidenced reliability, validity and accuracy; in 2/3 star hotels, there is medium-low quality. The worst rated quality dimension is “Personal”. In general, the customer ́s satisfaction level of 4/5 star hotels, with the total service of the hotel is medium-high. The perception of the image is average.
The general objective of this article is evaluate the perceived quality service in Los Ríos hotels, Ecuador. The specific one are: 1. Know the dimensions and attributes, reliable to evaluate the perceived quality service in Ecuador hotels; 2. Measure the perceived quality service in 2/3 star hotels, Ecuador and 3. Measure the perceived quality service in 4/5 star hotels, Ecuador. The methodological strategy used was the application of a version of Servperf model, with dimensions and attributes adapted to the ecuadorian hotel environment (Quevedo, Los Ríos). A survey was conducted aimed at a sample of 385 guests (41 hotels). The main results of the investigation were: The scale proposed for the evaluation of the quality perceived by the clients of the hotel service -HotelRío Servperf- evidenced reliability, validity and accuracy; in 2/3 star hotels, there is medium-low quality. The worst rated quality dimension is "Personal". In general, the customer ́s satisfaction level of 4/5 star hotels, with the total service of the hotel is medium-high. The perception of the image is average.