Perception of the quality-of-service companies due to the opening of Palmerola International Airport

Abstract

An effective tactic to sustain an organization in competitive environments is the continuous improvement strategy. The perceived quality of the service from the perspective of external customer satisfaction is a basic element to understanding their needs and expectations, in this way, the evaluation of business performance is constantly needed, through measurements of the perception of the quality of the services. This study seeks to analyze the perception of users about the quality of service of hotel companies, restaurants and recreational centers in the Comayagua Valley due to the opening of the Palmerola International Airport, based on the SERVQUAL Model methodology as inputs for decision making. of future and current entrepreneurs. A quantitative approach was applied, at a descriptive, correlational level with a transversal temporality. The responses were from 101 direct users of the Palmerola international airport, using probabilistic sampling, a survey was used to collect data. It is concluded that at a global level the perception of quality of users is high, 79.80%, reciprocity was identified between some indicators and their dimensions, there being a linear dependence between the quantitative random variables, 101 correlations were found according to the coefficient by Pearson.