Resumen

VERGARA, Juan C; QUESADA, Víctor M  y  BLANCO, Ingrid. Analysis of quality of service and customer satisfaction in two five-star hotels in the city of Cartagena (Colombia) by structural equation model. Ingeniare. Rev. chil. ing. [online]. 2011, vol.19, n.3, pp.420-428. ISSN 0718-3305.  http://dx.doi.org/10.4067/S0718-33052011000300011.

Structural equation models have been widely used to analyze the quality of service in various organizations, demonstrating its adaptability and effectiveness in determining the variables that affect customer satisfaction. This article proposes the use of structural equation modeling to determine the quality of service offered by two hotels in the city of Cartagena de Indias classified as five stars, combining Haemoon Oh model (1999), with the original instrument of Parasuraman, Zeithalm and Berry raised in 1985. The result is a general analysis of the variables that most influence on customer satisfaction and motivation to recommend services to others.

Palabras clave : Structural equation; service quality; customer satisfaction; perceptions; hotels.

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