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Structural Equations Method for the Analysis of the Quality of Service in the Hotel Industry

Abstract:

This article examines the quality of service experienced at the Sonesta Loja hotel in Ecuador. We calculated an overall guest satisfaction index using a model consisting of four constructs and four hypothesized relationships that are tested through the Structural Equation Method using ADANCO software. Data were obtained from a survey applied to a sample of 334 guests between March 2019 and March 2020. The results show that tangible and intangible elements have a high significance on the perceived value, and this, on the level of satisfaction. Lodging facility managers can use the findings to identify meaningful attributes to guests, allowing them to bkp_redirect and provide specific guidelines to increase perceived quality. Loja hotel industry can use the results to improve the competitiveness of the accommodation sector and establish specific service marketing strategies.