Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana

The purpose of this research is to analyze the relationship between perceived quality by customers for accommodations and financial results of the hotels. It is whether the perception of higher quality by users translates into better financial economic performance. The empirical study focuses on a s...

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Detalles Bibliográficos
Autores: Aznar, Juan Pedro, Bagur-Femenías, Llorenç, Rocafort, Alba
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2016
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:10230/57330
Acceso en línea:http://hdl.handle.net/10230/57330
http://dx.doi.org/10.3926/ic.693
Access Level:acceso abierto
Palabra clave:Hotel industry
Profitability
Quality perception
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spelling Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalanaAznar, Juan PedroBagur-Femenías, LlorençRocafort, AlbaHotel industryProfitabilityQuality perceptionThe purpose of this research is to analyze the relationship between perceived quality by customers for accommodations and financial results of the hotels. It is whether the perception of higher quality by users translates into better financial economic performance. The empirical study focuses on a sample of 88 hotels in the two most important coastal areas of Catalonia, Costa Brava and Costa Daurada. Variables for determining the perceived quality are based on evaluations expressed in TRIPADVISOR. The economic and financial information is obtained from the analysis of the annual reports for the years 2010-2012. The existence of a relationship between these variables has been studied through structural equations. According to the results of statistical analysis, no significant relationship between perceived quality by users and financial economic performance. The results are similar to others from similar previous studies and there are some possible causes like the bias in the response observed in the website or the lack of internal reasons for implementing quality systems in the organization. limitations/implications: One possible limitation is the size of the sample. However the sample refers to a concrete area of the Spanish coast that represents an important share of the tourism GDP in the Spanish economy. Academic work so far analyzed the hotel quality based on the existence of an external quality certificate. This study used as a measure of quality assessments directly expressed by customers on websites specialized channels of information that is of growing importance due to the increasing use of social networks and specific websites as a main source of information.OmniaScience202320232016info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttp://hdl.handle.net/10230/57330http://dx.doi.org/10.3926/ic.693reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)EspañolIntangible Capital. 2016;12(1):147-66This work is licensed under a Creative Commons Attribution 4.0 International License.http://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccessoai:recercat.cat:10230/573302026-05-29T05:05:01Z
dc.title.none.fl_str_mv Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
title Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
spellingShingle Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
Aznar, Juan Pedro
Hotel industry
Profitability
Quality perception
title_short Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
title_full Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
title_fullStr Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
title_full_unstemmed Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
title_sort Impacto de la calidad del servicio en la competitividad y rentabilidad: el sector hotelero en la costa catalana
dc.creator.none.fl_str_mv Aznar, Juan Pedro
Bagur-Femenías, Llorenç
Rocafort, Alba
author Aznar, Juan Pedro
author_facet Aznar, Juan Pedro
Bagur-Femenías, Llorenç
Rocafort, Alba
author_role author
author2 Bagur-Femenías, Llorenç
Rocafort, Alba
author2_role author
author
dc.subject.none.fl_str_mv Hotel industry
Profitability
Quality perception
topic Hotel industry
Profitability
Quality perception
description The purpose of this research is to analyze the relationship between perceived quality by customers for accommodations and financial results of the hotels. It is whether the perception of higher quality by users translates into better financial economic performance. The empirical study focuses on a sample of 88 hotels in the two most important coastal areas of Catalonia, Costa Brava and Costa Daurada. Variables for determining the perceived quality are based on evaluations expressed in TRIPADVISOR. The economic and financial information is obtained from the analysis of the annual reports for the years 2010-2012. The existence of a relationship between these variables has been studied through structural equations. According to the results of statistical analysis, no significant relationship between perceived quality by users and financial economic performance. The results are similar to others from similar previous studies and there are some possible causes like the bias in the response observed in the website or the lack of internal reasons for implementing quality systems in the organization. limitations/implications: One possible limitation is the size of the sample. However the sample refers to a concrete area of the Spanish coast that represents an important share of the tourism GDP in the Spanish economy. Academic work so far analyzed the hotel quality based on the existence of an external quality certificate. This study used as a measure of quality assessments directly expressed by customers on websites specialized channels of information that is of growing importance due to the increasing use of social networks and specific websites as a main source of information.
publishDate 2016
dc.date.none.fl_str_mv 2016
2023
2023
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv http://hdl.handle.net/10230/57330
http://dx.doi.org/10.3926/ic.693
url http://hdl.handle.net/10230/57330
http://dx.doi.org/10.3926/ic.693
dc.language.none.fl_str_mv Español
language_invalid_str_mv Español
dc.relation.none.fl_str_mv Intangible Capital. 2016;12(1):147-66
dc.rights.none.fl_str_mv This work is licensed under a Creative Commons Attribution 4.0 International License.
http://creativecommons.org/licenses/by-nc/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv This work is licensed under a Creative Commons Attribution 4.0 International License.
http://creativecommons.org/licenses/by-nc/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv OmniaScience
publisher.none.fl_str_mv OmniaScience
dc.source.none.fl_str_mv reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
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