A joint analysis of service quality: a case study of SERVQUAL and INTSERVQUAL models in Ecuadorian lodges

Abstract

The main objective of this document is to combine and analyze, from a statistical perspective, the expectations and perceptions of the quality of service of national and foreign tourists staying in lodge-type hotels through the so-called SERVQUAL model. We also seek to study the employees who work in these companies, using the INTSERVQUAL model. The study has been conducted among establishments located in the Sierra and Amazon of Ecuador. Statistical tools such as Principal Component Analysis (PCA) and correlations are used. The main findings coincide with the existing results in the specialized literature. Significant new correlations have been identified and indices for each of the cases addressed have been estimated, all of them with a high explanatory capacity. These indices are considered as a means to facilitate decision-making in order to improve the quality of the service in the lodges under study.