Quality, Satisfaction and Industrial Disputes in the Tourist Accommodation Services of the State of Mérida, Venezuela

Abstract

The service quality is a dynamic and multidimensional construct; its study shall include the performance of all actors involved. Therefore, it has been measured the relationship between the variables of quality, satisfaction and existence of industrial disputes in the tourist accommodations of the state of Mérida, Venezuela. A stratified probability sampling and the use of Servqual scale showed a close positive association between the job satisfaction of customer service em- ployees and the service quality, especially during the high tourism season. It was also evidenced during this season that the highest levels of service quality were in those establishments whose employees presented high levels of satisfaction and moderate absence of conflicts.