Palabras clave
modelo SERVPERF
competitividad
gestión hotelera
Cómo citar
Resumen
El objetivo es analizar la influencia de la calidad en el servicio sobre la competitividad de los hoteles de Toluca, Estado de México. Se aplicó una encuesta a 385 huéspedes y se empleó la modelación de ecuaciones estructurales por mínimos cuadrados parciales (PLS-SEM) para someter a prueba la hipótesis. Los resultados evidencian que la calidad en el servicio tiene una alta influencia sobre la competitividad, particularmente por la relación entre la tangibilidad con el valor percibido y el posicionamiento. Se concluye que los hoteles deben aprovechar las ventajas competitivas de la calidad en el servicio para permanecer en el mercado.Citas
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