Diseño del esquema de calidad de la experiencia turística en hoteles

Abstract

The quality of the tourist experiences constitutes a determinant element in customer satisfaction sincethe last decade. The main goal of this article is to design a quality scheme of the tourist experience forhotel entities, in order to do so this study employed statistic tools that facilitated the identification ofthe determinant elements and did so following the management cycle approach. As the main result ofthis study, it presents a quality scheme of the tourist experience adapted to the characteristics of thehotel industry that integrates the components, dimension and realm of experiences that influencesthe most in the perception of the quality by the customer, which allows the identification of customerexpectancies and the design of a strategy based on these.