Abstract

GONZALEZ CAMEJO, Ivis Taide; VEGA DE LA CRUZ, Leudis Orlando  and  CHONG POUTOU, Juan Antonio. DESIGN OF THE QUALITY SCHEME OF THE HOTELS TOURIST EXPERIENCE. Semest. Econ. [online]. 2020, vol.23, n.54, pp.113-128.  Epub July 30, 2020. ISSN 0120-6346.  https://doi.org/10.22395/seec.v23n54a6.

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

CLASSIFICATION JEL: L83 y Z32

CONTENT: Introduction; 1. The dimension of the quality of tourist experience in hotels. Components and realms of experience; 2. The quality of the tourist experience from the cosmopolitan citizen perspective; 3. The relation between the quality of the tourist experience and customer satisfaction; 4. Proposal for a quality scheme of the tourist experience for hotels; 5. Conclusions; Bibliography.

Keywords : Quality of experience; hotel management; tourist experience; components; dimensions.

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