Modelo difuso de calidad de servicios en un hotel de cuatro estrellas
Resumen
En las empresas de servicios turísticos la calidad de servicios es vital, debido a que una buena calidad impacta en una mejor satisfacción de los clientes y en el incremento de beneficios económicos y mercadológicos para las compañías. Los hoteles se encuentran en la búsqueda constante de estrategias para medir y mejorar la calidad de servicios que brindan a sus clientes. Bajo esta idea, el presente estudio desarrolla un modelo de medición de la calidad de servicios en los departamentos esenciales de un hotel categoría cuatro estrellas de la ciudad de México. Los instrumentos de medición, se analizan con la técnica de conjuntos difusos y se establece un orden de análisis de los atributos evaluados a través del método AHP, además de calcularse los valores de las alternativas con mayor afinidad positivo de acuerdo con el método TOPSIS. Los hallazgos muestran las percepciones que tienen los clientes en los departamentos analizados. El departamento de recepción se considera especialmente importante seguido del departamento de alimentos y bebidas. Finalmente se presentan las recomendaciones del caso para mejorar la calidad de los servicios en el caso de estudio.
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DOI:10.1016/j.tourman.2010.02.007
