Características de los turistas con relación a las expectativas, satisfacción y lealtad en la industria hotelera

  1. Luna Santos Roldán
  2. Beatriz Palacios Florencio
  3. Peter Bolcha
Esic market

ISSN: 0212-1867

Year of publication: 2021

Issue: 170

Pages: 603-625

Type: Article

More publications in: Esic market


Índice Dialnet de Revistas

  • Year 2021
  • Journal Impact: 0.300
  • Field: ECONOMÍA Quartile: C2 Rank in field: 46/163


  • Social Sciences: C

Journal Citation Indicator (JCI)

  • Year 2021
  • Journal Citation Indicator (JCI): 0.11
  • Best Quartile: Q4
  • Area: BUSINESS Quartile: Q4 Rank in area: 265/296


文章摘要研究目标:本文章将酒店行业子部门与特定的地理位置和三个特定的结构结合起来。分析方法:本文章使用从西班牙酒店收集的个人数据,并试图更多地阐明消费者评估的三个阶段:期望、满意度和忠诚度。 为了将这些领域的评估分数与消费者的社会人口学特征联系起来,我们使用了回归分析。研究结果:此研究的结果表明,我们计算的所有因变量都与自变量有关,通常是在理论或先前实证研究假设的方向上。具体地说,我们发现年龄、经济地位和民族与消费者评估有显著的统计关系。我们研究的一个新特点是包含了“超越期望” 变量,该变量试图衡量服务的惊喜程度,无论是正相关的还是负相关的。研究结论:了解人口统计学变量对满意度、忠诚度和期望的影响,通过了解制定和实施不同的战略,根据个人群体进行细分,并侧重于改善这些指标,根据客户的人口特征调整服务。关键词:酒店,期望,满意度,忠诚度,超越期望。

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