Keywords
modelo SERVPERF
competitividad
gestión hotelera
How to Cite
Abstract
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.References
Ahmad, S. Z., Ahmad, N., & Papastathopoulos, A. (2019). Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: Lessons from United Arab Emirates (UAE). Tourism Review, 74(3), 349-370. http://doi.org/10.1108/tr-10-2017-0160
Aznar, J., Bagur, R., & Rocafort, A. (2016). Impacto de la calidad del servicio en la competitividad y rentabilidad: El sector hotelero en la costa catalana. Intangible Capital, 12(1), 147-166. http://doi.org/10.3926/ic.693
Berry, L. L., Parish, J. T., & Dikec, A. (2019). Creating value through quality service. Organizational Dynamics, 100716. http://doi.org/10.1016/j.orgdyn.2019.04.002
Booking (2020). Comentarios de los hoteles de Toluca. Booking. https://www.booking.com
Cronin, J. J., & Taylor, S., (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. http://doi.org/10.2307/1252296
Dijkstra, T. K., & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297-316. http://doi.org/10.25300/MISQ/2015/39.2.02
Expedia (2020). Comentarios de los hoteles de Toluca. Expedia México. https://www.expedia.mx
Falces C., Sierra, B., Becerra, A., & Briñol, P. (1999). Hotelqual: Una escala para medir la calidad percibida en servicios de alojamiento. Estudios Turísticos, 139, 95-110. Disponible en https://www.semanticscholar.org/paper/Hotelqual%3A-una-escala-para-medir-la-calidad-en-de-D%C3%ADez/27dc68a944c62ea7467f2ca2e410d787a216fa04
Falciola, J., Jansen, M., & Rollo, V. (2020). Defining firm competitiveness: A multidimensional framework. World Development, 129, 104857. http://doi.org/10.1016/j.worlddev.2019.104857
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. http://doi.org/10.1016/j.jairtraman.2017.12.008
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. http://doi.org/10.2307/3151312
Grönroos, C. (1978). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. http://doi.org/10.1108/EUM0000000004784
Hair, J., Hult, G., Ringle, C., & Sarstedt, M. (2017). A primer on partial least square structural equation modeling (PLS-SEM). Sage.
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. http://doi.org/10.1016/j.ijhm.2017.03.006
Hong, S. J., Choi, D., & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 101917. http://doi.org/10.1016/j.jretconser.2019.101917
Hu, F., & Trivedi, R. H. (2020). Mapping hotel brand positioning and competitive landscapes by text-mining user-generated content. International Journal of Hospitality Management, 84, 102317. http://doi.org/10.1016/j.ijhm.2019.102317
Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. Psychological Methods, 3(4), 424-453. http://doi.org/10.1037/1082-989X.3.4.424
Ibarra, L. E., Meza, B. I., & Sandoval, A. (2020). Evaluación de la calidad percibida en el servicio al cliente. Aplicación del modelo Dineserv. Transitare. Revista de Turismo, Economía y Negocios, 6(1) 71-96.
IBM (2019). IBM SPSS Statistics for Macintosh (Version 26.0) [software de cómputo]. Armonk, New York: IBM Corp.
INEGI (2020). Directorio Estadístico Nacional de Unidades Económicas. Instituto Nacional de Estadística y Geografía (INEGI). http://www.beta.inegi.org.mx/app/mapa/denue/
Ju, Y., Back, K. J., Choi, Y., & Lee, J. S. (2019). Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction. International Journal of Hospitality Management, 77, 342-352 http://doi.org/10.1016/j.ijhm.2018.07.014
Kaura, V., Prasad, C. S. P., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422. https://doi.org/10.1177/0258042X14558188
Knežević, M., Tomka, D., Bizjak, B., Fabjan, D., & Kukulj, S. (2015). The physical appearance of hotel guests: The impact on service providers’ communication and quality of service. International Journal of Hospitality Management, 51, 8–14. http://doi.org/10.1016/j.ijhm.2015.08.007
Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. (1990). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 14(2), 277–284. http://doi.org/10.1177/109634809001400230
Köseoglu, M. A., Ross, G., & Okumus, F. (2016). Competitive intelligence practices in hotels. International Journal of Hospitality Management, 53, 161–172. http://doi.org/10.1016/j.ijhm.2015.11.002
Lai, I. K. W., & Hitchcock, M. (2016). A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis. Tourism Management, 55, 139–159. http://doi.org/10.1016/j.tourman.2016.01.007
Le, V. H., Nguyen, H. T. T., Nguyen, N., & Pervan, S. (2020). Development and validation of a scale measuring hotel website service quality (HWebSQ). Tourism Management Perspectives, 35, 100697. http://doi.org/10.1016/j.tmp.2020.100697
Maghsoodi, A. I., Saghaei, A., & Hafezalkotob, A. (2019). Service quality measurement model integrating an extended SERVQUAL model and a hybrid decision support system. European Research on Management and Business Economics, 25(3), 151-164. http://doi.org/10.1016/j.iedeen.2019.04.004
Maioli, H. C., de Carvalho, R. C., & de Medeiros, D. D. (2019). SERVBIKE: Riding customer satisfaction of bicycle sharing service. Sustainable Cities and Society, 101680. http://doi.org/10.1016/j.scs.2019.101680
Mei, A. W. O., Dean, A. M., & White, C. J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality: An International Journal, 9(2), 136–143. http://doi.org/10.1108/09604529910257920
Nair, G. K. (2019). Dynamics of pricing and non-pricing strategies, revenue management performance and competitive advantage in hotel industry. International Journal of Hospitality Management, 82, 287-297. http://doi.org/10.1016/j.ijhm.2018.10.007
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2019). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 102414. http://doi.org/10.1016/j.ijhm.2019.102414
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50. http://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of services quality. Journal of Retailing, 64(1), 12-40.
Porter, M. (2015). Ventaja competitiva. Creación y sostenimiento de un desempeño superior (2ª ed.). Patria.
Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS (Versión 3.3.3) [software de cómputo]. Bönningstedt, Germany: SmartPLS GmbH.
Sánchez, A., Nava, R. M., & Delgado, A. (2021). Motivaciones de empresas turísticas para certificarse en calidad. Evidencia empírica en el Estado de México. Revista Venezolana de Gerencia, 26(93), 349-369. https://doi.org/10.52080/rvg93.24
Schlesinger, W., Cervera, A., & Pérez, C. (2020). Exploring the links between destination attributes, quality of service experience and loyalty in emerging Mediterranean destinations. Tourism Management Perspectives, 35, 100699. http://doi.org/10.1016/j.tmp.2020.100699
SEGOB (2009). Diario Oficial de la Federación. Acuerdo por el que se establece la estratificación de las micro, pequeñas y medianas empresas. Secretaría de Gobernación (SEGOB). http://dof.gob.mx/nota_detalle.php?codigo=5096849&fecha=30/06/2009
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85, 101815. http://doi.org/10.1016/j.jairtraman.2020.101815
Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing and Consumer Services, 56, 102139. http://doi.org/10.1016/j.jretconser.2020.102139
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. The Cornell Hotel and Restaurant Administration Quarterly, 36(2), 5-60. https://doi.org/10.1016/0010-8804(95)93844-K
Sufi, T., & Shojaie, N. (2018). A hotel classification framework for quality service. En L. A. Cali y P. Alaedini (eds.), Quality services and experiences in hospitality and tourism (pp. 229-244). Emerald. http://doi.org/10.1108/s2042-144320180000009016
Ţîţu, M. A., Răulea, A. S., & Ţîţu, Ş. (2016). Measuring service quality in tourism industry. Procedia - Social and Behavioral Sciences, 221, 294-301. http://doi.org/10.1016/j.sbspro.2016.05.118
TripAdvisor (2020). Comentarios de los hoteles de Toluca. TripAdvisor México. https://www.tripadvisor.com.mx
Vera, J., & Trujillo, A. (2017). Escala mexicana de calidad en el servicio en restaurantes (EMCASER). INNOVAR. Revista de Ciencias Administrativas y Sociales, 27(63), 43-59. http://doi.org/10.15446/innovar.v26n63.60665
Xia, H., Vu, H. Q., Law, R., & Li, G. (2019). Evaluation of hotel brand competitiveness based on hotel features ratings. International Journal of Hospitality Management, 102366. http://doi.org/10.1016/j.ijhm.2019.102366
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2. http://doi.org/10.2307/1251446
Los contenidos de los artículos son responsabilidad de los autores y una vez publicados, las consideraciones a los mismos serán turnados a los autores para que ellos resuelvan las posibles controversias con respecto de sus trabajos.
Todos los artículos tienen Licencia de Creative Commons Reconocimiento - No Comercial 4.0 Internacional (CC BY-NC 4.0). La licencia CC BY-NC 4.0 permite copiar y redistribuir el material en cualquier medio o formato, remezclar, transformar y construir a partir del material, dicho uso no puede ser con propósitos comerciales. Información detallada en el sitio de Creative Commons: https://creativecommons.org/licenses/by-nc/4.0/
