Abstract
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.
Conflict of Interest
The authors declare no conflict of interest.
Ethical Approval
Not applicable
Data Availability
The datasets used in this study are openly available at [repository link] and the source code is available on GitHub at [GitHub link].
Funding
This work did not receive any external funding.
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