Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/26149
Title: Self-catering accommodation in a sun-and-beach destination : a service quality analysis
Authors: Mendoza León, Cira María 
Director: Martín Hernández, Juan Carlos 
Román García, Concepción 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Synthetic Service Quality Indicator by Importance‐performance Analysis (SSQI‐IPA)
Importance‐Performance Analysis (IPA)
Customer Satisfaction
Serviced Apartments
Canary Islands
Issue Date: 2017
Abstract: Importance‐performance analysis (IPA) is a valuable tool to develop marketing strategies by prioritizing improvements to service quality attributes. Despite its simplicity and easy interpretability, IPA is not exempt of criticism. Moreover, IPA methodology does not consider the distribution of respondents when importanceperformance grid is displayed. Applying the analysis to a sample of four competing tourist serviced apartments complexes located in the Canary Islands, this work aims to propose a new Synthetic Service Quality Indicator by Importance‐Performance Analysis (SSQI‐IPA) to overcome the above mentioned limitations. On the one hand, by comparing service performance with competitors, managers can establish adequate strategies to enhance its relative position in the market and achieve competitive advantages.
Las islas Canarias se caracterizan hoy en día como un destino turístico consolidado que mantiene una situación de privilegio en el mercado turístico internacional. No obstante, a pesar de sus buenas cifras, el archipiélago ha venido sobrellevando los obstáculos más graves y complejos que han de afrontar los destinos turísticos maduros, esto es, la obsolescencia de los espacios y establecimientos turísticos, lo que ha llevado a plantear la imperante necesidad de remodelar el destino. En este sentido, la implementación y mejora de la calidad en el negocio turístico alojativo juega un papel fundamental sobre el actual debate acerca de los mecanismos de reconversión y reposicionamiento de los puntos turísticos obsoletos de Canarias.
Description: Programa de doctorado: Desarrollo integral e innovación en destinos turísticos
URI: http://hdl.handle.net/10553/26149
Rights: by-nc-nd
Appears in Collections:Tesis doctoral
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