Un análisis fsQCA de condiciones necesarias para la satisfacción de los clientes de hoteles
DOI:
https://doi.org/10.51896/rilcods.v5i46.259Palabras clave:
Satisfacción del cliente, Calidad del servicio, hoteles, Análisis cualitativo comparativo con conjuntos difusos, fsQCAResumen
El propósito de este estudio es evaluar el comportamiento de las dimensiones de la calidad y su efecto en la satisfacción del cliente del sector hotelero, considerando los resultados de las encuestas de calidad a los clientes. El método de análisis cualitativo comparativo de conjuntos difusos (fsQCA) permitió conocer a partir del análisis de necesidad de las condiciones explicativas que, en el caso del hotel estudiado, la calidad de los alimentos del buffet (BFQ) ha sido la variable que ha incidido en la satisfacción por el precio pagado (SPP) de los clientes y que, en las circunstancias actuales, puede ser una respuesta estratégica para la toma de decisiones en el sector hotelero.
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Derechos de autor 2023 Vladimir Perdomo-Verdecia, Macarena Sacristán-Díaz, Pedro Garrido-Vega
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