QUALITY MANAGEMENT AND CUSTOMER SATISFACTION IN A TOURIST DESTINATION, A STRUCTURAL EQUATION ANALYSIS
Journal Title: Polish Journal of Management Studies - Year 2017, Vol 16, Issue 1
Abstract
The paper is based on the premise that customers aspire to achieve maximum satisfaction of the products or services they buy so that knowledge of customer satisfaction enables an organization organized according to provide quality services assuming that levels higher quality leads to higher levels of customer satisfaction. Its empirical research was carried out in the tourist destination Holguín, northeastern Cuba, including more than 2,000 tourists and 70 tourism service providers, and was designed to provide information on the relationship between the level of tourist satisfaction and the variables of quality assurance in the destination. By means of the compilation and analysis of the obtained data a model of structural equations was constructed to visualize the nature of the relations that they were intended to demonstrate. The obtained results indicate that there are relations between the variables that assure the quality and the satisfaction of the customer leaving identified the possibilities of improvement.<br/><br/>
Authors and Affiliations
Pérez Campdesuñer Reyner, García Vidal Gelmar, Rodríguez Alexander Sánchez, Vivar Rodobaldo Martínez
Keywords
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- EP ID EP247946
- DOI 10.17512/pjms.2017.16.1.15
- Views 90
- Downloads 0
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