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Vol. 3 Núm. 1 (2009): La competitividad como estrategia en época de crisis ISBN 9789707649538

Percepción y satisfacción del cliente en la industria de la hospitalidad en la zona Metropolitana de Guadalajara.

julio 12, 2016


Las empresas están buscando mejorar sus niveles de competitividad a través de diferentes maneras, siendo una de las más importantes, la satisfacción de los clientes en su mercado objetivo. En la industria hotelera, la calidad del servicio se convierte en la clave para conseguir una buena posición en el mercado. Por lo tanto, esta investigación se centra en un análisis de la percepción y los niveles de satisfacción en la industria hotelera de Guadalajara, Jalisco, México, llevándose a cabo en establecimientos de categoría de 4 estrellas y superior, a fin de conseguir que los clientes expresen su satisfacción y los niveles de percepción de la calidad. Por último, los resultados son analizados a través del coeficiente de correlación de Pearson, a fin de encontrar la correlación entre las variables seleccionadas.


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