Dimensiones de la Calidad de los Servicios. Estudio de Caso: Sector Turismo de Ciudad Guayana, Venezuela

Published in: Innovation and Development for the Americas: Engineering, Education, Research and Development: Proceedings of the 8th Latin American and Caribbean Conference for Engineering and Technology
Date of Conference: June 1-4, 2010
Location of Conference: Arequipa, Peru
Authors: Yuraima Barreto
Mayra D'Armas
Agustín Mejías
Refereed Paper: #48

Abstract

In the present study were identified by statistical methods multivariants the dimensions that determine the Service Quality of the Tourism Sector in Guayana City, Venezuela. To gather information designed a survey of 24 items according to the SERVQUAL Model. The survey was applied to 120 users of Tourism Sector in Guayana City, through a casual sampling where only determines the size of the sample, but the members are selected without any established criterion. After demonstration of the adequacy of the data, index KMO = 0.819, were identified dimensions of the Service Quality of tourist in the Guayana Region: (1) tourist service and ability to do it right the first time, (2) infrastructure and speed of process of a tour operator, (3) responsiveness of the tour operator (4) feel at home, (5) security during the time of lodging. These five dimensions explained 71% of the total variance. Moreover, the reliability analysis performed (Cronbach's alpha> 0.775 for all dimensions) shows the internal consistency of the scale used and statistical tests performed (significant at 5%) allowed determining the content validity of concept and approach of the survey.