Calidad de servicio y satisfacción del cliente en hoteles de Huancayo

Aquino Chávez, A. G., Casallo Quispe, A. L., Ortiz Colca, G. C., & Aliaga Tabraj, W. A. (2026). Service quality and customer satisfaction in hotels in Huancayo. PODIUM, (49). https://doi.org/10.31095/podium.2026.49.1408

Abstract

The objective of this research was to determine the effect of service quality on customer satisfaction in hotels in Huancayo during the year 2025. To this end, a basic quantitative approach was applied, with a non-experimental and correlational design. A sample of 131 customers was surveyed using validated questionnaires based on an adapted SERVQUAL model and Oliver's satisfaction approach. The results of the model (SEM-PLS) confirmed a positive and significant influence of CS on CS (β = 0.778; p < 0.001). Among the most important dimensions were reception, rooms, and staff, while bar/restaurant and security were not as significant. It was concluded that service quality is a determining factor in customer satisfaction and constitutes a strategic core for hotel management in the tourism sector in Huancayo.

https://doi.org/10.31095/podium.2026.49.1408

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