Identification of customer satisfaction behavior patterns in relation to the number of clients staying at the Meliá Santiago hotel

Authors

  • Vladimir Perdomo-Verdecia Hotel Meliá Santiago, Santiago de Cuba
  • Jorge Pérez-Jardines Hotel Las Américas, Santiago de Cuba

Keywords:

Customer satisfaction, Number of clients hosted, Quality of service

Abstract

Tourism development in Cuba demands a systematic attention to service quality levels, but it is still insufficient and decreases are observed. The objective of this investigation was to identify the behavior patterns relating the Customer Satisfaction (SC) with the number of clients staying (NCA) in the Meliá Santiago hotel to facilitate decision making. Techniques such as surveys, Microsoft Excel data processing software and the Statistical Package for Social Sciences (SPSS) statistical package were used. As a result, a weak negative correlation was obtained between the SC and NCA variables not explained by the seasonal nature of the accommodation.

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Published

2020-05-02

Issue

Vol. 11 (2020)

Section

Artículos

License

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