Service quality and customer satisfaction in hotel establishments in the period 2003-2023: systematic review and state of the art
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Abstract
The main objective of this research work was to know which have been the most important advances and investigations that have been related to the topics of quality of service and customer satisfaction through scientific production specifically within the hotel industry through a systematic review of the literature, where the existing relationship and incidence of these topics within the hotel industry was sought. The methodology that was used was through a systematic review that focused particularly on the analysis of the literature, including different investigations that were carried out in both empirical and retrospective settings. Research papers were obtained from the LENS.ORG database. As a conclusive section, it is determined that having a good understanding of the importance and significance of service quality and customer satisfaction is an agenda factor that every day becomes more relevant in these times in which competitiveness is a business phenomenon. of great importance for the survival of any businessman or businesswoman who presumes to offer a good customer service model.
Keywords: quality; service; satisfaction; hotels; management; competitiveness.
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