Resumo

GONZALEZ-ARIAS, Mahé; FRIAS-JIMENEZ, Roberto Argelio  e  GOMEZ-FIGUEROA, Olga. Costumer perceived quality analysis in the hotel business. Ing. Ind. [online]. 2016, vol.37, n.3, pp.253-265. ISSN 1815-5936.

The Quality Perceived of the Service from the perspective of satisfaction of the external customer is a basic element to understand her needs and expectations. For the advantages that this represents the main objective of this work it was the development of a procedure that enabled your analysis and measurement in a hotel of Varadero. Between the techniques and used tools, meet: Questionnaire SERVPERF, Valper Procedure and Decision Matrix W- X. To process and analysis the data were used the statistical Software. The main obtained results were the design of the procedure that did operation the process of measurement and analysis the Quality Perceived Service levels in the entity, from the calculation of the Perceived Value, obtaining appraise over the neuter value and relatively nearby to the maximum value of the scale of applied measurement.

Palavras-chave : Quality evaluation; perceived quality; the customer's satisfaction.

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