Satisfacción del Consumidor Basada en los Atributos del Servicio de Alojamiento
DOI:
https://doi.org/10.7784/rbtur.v13i2.1516Palabras clave:
Atributos del hospedaje, Satisfacción de los consumidores, TripAdvisor.Resumen
La presente investigación busca evaluar la contribución de los atributos del hospedaje disponibles en el sitio web TripAdvisor - servicio, relación calidad-precio, limpieza, ubicación, calidad del descanso y habitaciones - para la satisfacción de los consumidores de hoteles y posadas ubicados en Espírito Santo. La investigación sigue el enfoque metodológico cuantitativo, utilizando datos secundarios recogidos automáticamente en el sitio web. Los datos fueron analizados por medio de la estadística descriptiva y de la regresión lineal múltiple. Los resultados indican que los atributos investigados contribuyen de manera diferente a la satisfacción del consumidor de-pendiendo del tipo de viajero informado ("Amigos", "Pareja", "Familias", "De negoci-os" y "Solitario") y de la categoría de precios de los medios de hospedaje.
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