Calidad de servicio en la industria hotelera desde la perspectiva del SERVQUAL

To provide excellent levels of quality has turned into one of the factors that determine the success of the companies that give services of housing (Falces et to., 1999). Oh (1999) and Olorunniwo et to. (2006) found a positive relation between quality of service, satisfaction of the client, premeditation of purchase and posterior recommendation. This fact involves a major importance of the quality in the hotel industry. Many authors have been interested for the study of the quality and the quality of service in the hospitality, especially from the appearance of the model SERVQUAL of Parasuraman et to. (1985) and have been published a great number of works that take as reference this model trying to do a useful adjustment for the hotel industry. The purpose of this article is to compare different studies of quality of service in the hospitality sector that have been realized using the SERVQUAL model. It has the premeditation of providing a level of analysis that could serve investigators to continuing penetrating into the topic.