Assessing the Perceived Service Quality of Rural Tourist Attractions
| dc.creator | Contreras Castañeda, Eduin Dionisio | |
| dc.creator | Rubio-Sáenz, Adriana Lucía | |
| dc.creator | Suárez-Parra, Augusto Bimberto | |
| dc.date | 2024-05-28 | |
| dc.date.accessioned | 2025-10-01T23:49:12Z | |
| dc.description | Purpose: To evaluate the perceived service quality of the most popular rural tourist attractions in Villa de Leyva, Colombia, in order to propose a service improvement plan. Design/methodology: A survey was administered to a sample of 384 tourists. Its results were treated using exploratory factor analysis to propose a service improvement plan for these tourist services. Findings: The model obtained presented reliable and valid results regarding three factors (security and reliability; physical appearance and attention; and empathy and willingness) that explain 64.2 % of the accumulated perceived service quality. It was found that, in general, at least 31.5 % of those surveyed assessed the service as very good in the three factors of the model. However, a significant percentage (68.5 %), focused on the second factor, assessed the perceived service quality as less than good. Conclusions: Tourist attractions in Villa de Leyva have two weaknesses: lack of knowledge about the quality of their service provision and lack of control when they provide their services. Therefore, this study infers that the perceived service quality of these attractions can be modeled as a multidimensional construct with three factors: (I) security and reliability; (II) physical appearance and attention; and (III) empathy and willingness. Originality: This study assessed the perceived service quality of tourist attractions in Villa de Leyva, Colombia. In addition, it proposes an improvement plan to enhance the quality of the services they offer vacationers. | en-US |
| dc.description | Objetivo: evaluar cómo se percibe la calidad del servicio en los principales atractivos turísticos rurales de Villa de Leyva, Colombia, con el fin de proponer mejoras en su prestación. Diseño/metodología: se llevó a cabo un estudio utilizando una encuesta por muestreo con 384 turistas, cuyos resultados se derivan de un análisis factorial exploratorio, para luego implementar un plan de mejoramiento a la calidad del servicio turístico. Resultados: se obtuvo un modelo con resultados confiables y válidos de tres factores: seguridad y confiabilidad; apariencia física y atención; empatía y disposición, que explican el 64.2 % de la calidad percibida acumulada del servicio. Se encontró que al menos el 31.5 % de los encuestados clasifican el servicio como muy bueno en los tres factores del modelo; sin embargo, el 68.5 % de los encuestados, concentrados en el segundo factor, valoraron la calidad del servicio con un nivel inferior a buena. Conclusiones: el desconocimiento de la calidad de la prestación del servicio, así como la ausencia de control al momento de brindarlo, son dos debilidades que presentan los atractivos turísticos de Villa de Leyva. Por lo tanto, este estudio infiere que la calidad del servicio en los atractivos analizados se puede modelar bajo un constructo multidimensional con tres componentes principales: seguridad y confiabilidad; apariencia física y atención; y empatía y disposición. Originalidad: el estudio evalúa la calidad percibida del servicio en atractivos turísticos rurales de Villa de Leyva, Colombia. Asimismo, se propone un plan para para mejorar la calidad del servicio ofrecido a los vacacionistas desde los atractivos turísticos. | es-ES |
| dc.format | application/pdf | |
| dc.format | application/zip | |
| dc.format | text/xml | |
| dc.format | text/html | |
| dc.identifier | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2822 | |
| dc.identifier | 10.22430/24223182.2822 | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12622/7135 | |
| dc.language | spa | |
| dc.publisher | Institución Universitaria ITM | es-ES |
| dc.relation | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2822/3230 | |
| dc.relation | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2822/3381 | |
| dc.relation | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2822/3382 | |
| dc.relation | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2822/3383 | |
| dc.relation | /*ref*/Aguilar-Barojas, S. (2005). Fórmulas para el cálculo de la muestra en investigaciones de salud. Salud En Tabasco, 11(1–2), 333–338. http://www.redalyc.org/articulo.oa?id=48711206 | |
| dc.relation | /*ref*/Anderson, J. C., y Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411 | |
| dc.relation | /*ref*/Arismayanti, N. K., Budiarsa, M., Bakta, I. M., y Pitana, I. G. (2020). Model of Quality Bali Tourism Development Based on destination and tourists experience. PalArch’s Journal of Archaeology of Egypt/Egyptology, 17(2), 185–207. https://www.archives.palarch.nl/index.php/jae/article/view/199 | |
| dc.relation | /*ref*/Bull, J. W., Jobstvogt, N., Böhnke-Henrichs, A., Mascarenhas, A., Sitas, N., Baulcomb, C., Lambini, C. K., Rawlins, M., Baral, H., Zähringer, J., Carter-Silk, E., Balzan, M. V., Kenter, J. O., Häyhä, T., Petz, K., y Koss, R. (2016). Strengths, Weaknesses, Opportunities and Threats: A SWOT analysis of the ecosystem services framework. Ecosystem Services, 17, 99–111. https://doi.org/10.1016/j.ecoser.2015.11.012 | |
| dc.relation | /*ref*/Butnaru, G. I., Miller, A., Nita, V., y Stefanica, M. (2018). A new approach on the quality evaluation of tourist services. Economic Research-Ekonomska Istraživanja, 31(1), 1418–1436. https://doi.org/10.1080/1331677X.2018.1477611 | |
| dc.relation | /*ref*/Casas Ochoa, E. A. (2015). Determinantes de la competitividad de un destino turístico: caso Villa de Leyva. Visión Empresarial, 1(1), 30–48. https://doi.org/10.24267/24629898.91 | |
| dc.relation | /*ref*/Chaudhary, N. (2018). A critical review of conceptual framework of service quality. Journal of Advances and Scholarly Researches in Allied Education, 15(3), 190–195. https://typeset.io/pdf/a-critical-review-of-conceptual-framework-of-service-quality-2xfsp125l9.pdf | |
| dc.relation | /*ref*/Cong, L. C. (2016). A formative model of the relationship between destination quality, tourist satisfaction and intentional loyalty: An empirical test in Vietnam. Journal of Hospitality and Tourism Management, 26, 50-62. https://doi.org/10.1016/j.jhtm.2015.12.002 | |
| dc.relation | /*ref*/Contreras Castañeda, E. D. (2021a). Calidad percibida del servicio, satisfacción e intención de revisita del turista en destinos turísticos de Boyacá, Colombia [Tesis de doctorado, Universidad EAN]. http://hdl.handle.net/10882/11426 | |
| dc.relation | /*ref*/Contreras Castañeda, E. D. (2021b). La medición de la calidad del servicio en destinos turísticos: una revisión desde Colombia. Innovar, 31(81), 35-48. https://doi.org/10.15446/innovar.v31n81.95571 | |
| dc.relation | /*ref*/Contreras Castañeda, E. D., Acuña-Cano, A. L., y Munévar-Castellanos, L. A. (2023). Calidad percibida en el servicio de restaurantes de cocina autóctona en Colombia. Revista Venezolana de Gerencia, 28(Especial 10), 1313–1328. https://doi.org/10.52080/rvgluz.28.e10.27 | |
| dc.relation | /*ref*/Contreras Castañeda, E. D., Fraile Benítez, A. M., y Suárez Parra, A. B. (2019). Análisis de la calidad de los servicios académico-administrativos en una universidad colombiana. Revista Lasallista de Investigación, 16(1), 47–60. https://doi.org/10.22507/rli.v16n1a9 | |
| dc.relation | /*ref*/Cronin, J. J., y Taylor, S. A. (1992). Measuring service quality: a reexamination and extention. Journal of Marketing, 56(3), 55–68. https://doi.org/10.2307/1252296 | |
| dc.relation | /*ref*/Cronin, J. J., y Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131. https://doi.org/10.2307/1252256 | |
| dc.relation | /*ref*/Dedeoğlu, B. B. (2019). Shaping tourists’ destination quality perception and loyalty through destination country image: The importance of involvement and perceived value. Tourism Management Perspectives, 29, 105–117. https://doi.org/10.1016/j.tmp.2018.11.006 | |
| dc.relation | /*ref*/Duque Oliva, E. J. (2005). Revisión del concepto de calidad del servicio y sus modelos de medición. Revista Innovar, 15(25), 64–80. https://revistas.unal.edu.co/index.php/innovar/article/view/30 | |
| dc.relation | /*ref*/Gobernación de Boyacá. (2020). Pacto social por Boyacá: tierra que sigue avanzando. Plan de desarrollo 2020-2023. https://www.boyaca.gov.co/wp-content/uploads/2020/06/pdd2020-2023boy.pdf | |
| dc.relation | /*ref*/Grönroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30–41. https://doi.org/10.1108/EUM0000000004859 | |
| dc.relation | /*ref*/Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784 | |
| dc.relation | /*ref*/Hair Jr., J. F., Black, W. C., Babin, B. J., y Anderson, R. E. (2009). Multivariate Data Analysis (7th ed.). Pearson. | |
| dc.relation | /*ref*/Henseler, J., Ringle, C. M., y Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135. https://doi.org/10.1007/s11747-014-0403-8 | |
| dc.relation | /*ref*/Hossain, S., Mostafa, G., y Hossain, A. (2021). Modeling tourists’ satisfaction in the nature-based tourist destination using structural equation modeling technique. GeoJournal of Tourism and Geosites, 37(3), 814–822. https://doi.org/10.30892/GTG.37311-713 | |
| dc.relation | /*ref*/Ibarguen-Mosquera, Y. Y., Rueda-Sánchez, L. K., y García-Caicedo, A. M. (2020). Análisis de la estructura organizacional del consultorio Innovadental a partir de la matriz DOFA. Ploutos, 9, 1–19. https://doi.org/10.21158/23227230.v9.n0.2019.2645 | |
| dc.relation | /*ref*/Imai, M. (2012). Gemba Kaizen: a commonsense approach to a continuous improvement strategy (2da ed.). McGraw-Hill. | |
| dc.relation | /*ref*/Ishikawa, K. (1985). What is total quality control? The Japanese way. Prentice-Hall. | |
| dc.relation | /*ref*/Libri, M., Tregua, M., Medina-Viruel, M. J., y Pérez-Gálvez, J. C. (2023). Hacia una revisión sistemática del concepto de turismo patrimonial. Revista Venezolana de Gerencia, 28(101), 369–383. https://doi.org/10.52080/rvgluz.28.101.23 | |
| dc.relation | /*ref*/López-Aguado, M., y Gutiérrez-Provecho, L. (2019). Cómo realizar e interpretar un análisis factorial exploratorio utilizando SPSS. REIRE Revista d’Innovación i Recerca En Educación, 12(2), 1–14. https://doi.org/10.1344/reire2019.12.227057 | |
| dc.relation | /*ref*/López-Chau, A., Muñoz-Chávez, J. P., y Valle-Cruz, D. (2022). Percepción de la calidad en restaurantes: un análisis mixto con redes neuronales. Estudios Gerenciales, 38(165), 449–463. https://doi.org/10.18046/j.estger.2022.165.5235 | |
| dc.relation | /*ref*/Mejías, A., Teixeira, J., Rodríguez, J., y Arzola, M. (2010). Evaluación de la calidad de los servicios universitarios no académicos en una universidad venezolana. En Eighth Latin American Conference for Engineering and Technology (LACCEI’2010) (pp. 1–9). http://laccei.org/LACCEI2010-Peru/published/UM073_Mejias.pdf | |
| dc.relation | /*ref*/Mejías Acosta, A. A. (2005). Validación de un instrumento para medir la calidad del servicio en programas de estudios universitarios. Revista Ingeniería Industrial, 26(2), 20–25. https://www.redalyc.org/articulo.oa?id=360433559008 | |
| dc.relation | /*ref*/Nazarko, J., Ejdys, J., Halicka, K., Magruk, A., Nazarko, Ł., y Skorek, A. (2017). Application of Enhanced SWOT Analysis in the Future-oriented Public Management of Technology. Procedia Engineering, 182, 482–490. https://doi.org/10.1016/j.proeng.2017.03.140 | |
| dc.relation | /*ref*/Neme-Chaves, S. R., Forero-Molina, S. C., y Lesmes Ortiz, L. V. (2023). Modelo de la conducta planificada para la promoción del turismo civilizado: caso Villa de Leyva (Boyacá, Colombia). Revista CEA, 9(19), e2469. https://doi.org/10.22430/24223182.2469 | |
| dc.relation | /*ref*/Nunnally, J. C., y Bernstein, I. H. (1994). Psychometric theory (3er ed.). McGraw-Hill. | |
| dc.relation | /*ref*/Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430 | |
| dc.relation | /*ref*/Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality | |
| dc.relation | /*ref*/Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201–230. https://doi.org/10.1016/0022-4359(94)90033-7 | |
| dc.relation | /*ref*/Park, J., y Jeong, E. (2019). Service quality in tourism: a systematic literature review and keyword network analysis. Sustainability, 11(13), 3665. https://doi.org/10.3390/su11133665 | |
| dc.relation | /*ref*/Rahman, A., Faiz, N., Jehangir, M., Iftikhar, S., Bushra, y Gillani, A. (2023). Mediating role of destination image between service quality dimensions and tourist satisfaction. Journal of Positive School Psychology, 7(3), 1103–1117. https://journalppw.com/index.php/jpsp/article/view/16586 | |
| dc.relation | /*ref*/Rodríguez Moreno, D. C., y Granados Ávila, P. N. (2017). Diagnóstico de competitividad del turismo en Boyacá (Colombia). Revista de la Facultad de Ciencias Económica, 25(2), 193–205. https://doi.org/10.18359/rfce.3073 | |
| dc.relation | /*ref*/Ruiz, C. F., Henao Gómez, D., Lozano Borda, M., Colorado, L. A., Mora Holguín, H., Velandia Sánchez, J., Navarro Morato, O., Montes, J. O., Ariza Barbosa, N., Cancino Salas, R., y Salazar Acosta, M. (2022). Plan Estratégico Departamental de Ciencia, Tecnología e Innovación de Boyacá-PEDCTI 2022. La ciencia, la tecnología y la innovación al servicio del desarrollo regional. Observatorio Colombiano de Ciencia y Tecnología-OCyT. | |
| dc.relation | /*ref*/Sayareh, J., Iranshahi, S., y Golfakhrabadi, N. (2016). Service quality evaluation and ranking of container terminal operators. The Asian Journal of Shipping and Logistics, 32(4), 203-212. https://doi.org/10.1016/j.ajsl.2016.12.003 | |
| dc.relation | /*ref*/Singh, N., Gupta, M., y Singh, P. (2022). Gap analysis between the customer's expectations and satisfaction of real estate sector using the SERVQUAL model. International Journal of Indian Culture and Business Management, 25(1), 1-16. https://doi.org/10.1504/IJICBM.2022.120921 | |
| dc.relation | /*ref*/Suárez-Parra, A. B., y Zipaquirá-Vargas, A. A. (2016). Validación de la escala SERVQUALing en la población de estudiantes de ingeniería de la Universidad de Boyacá. Caso servicios bibliográficos. Revista Educación En Ingeniería, 11(22), 24–30. https://educacioneningenieria.org/index.php/edi/article/view/639/294 | |
| dc.relation | /*ref*/Teshnizi, S. H., Aghamolaei, T., Kahnouji, K., Teshnizi, S. M. H., y Ghani, J. (2018). Assessing quality of health services with the SERVQUAL model in Iran. A systematic review and meta-analysis. International Journal for Quality in Health Care, 30(2), 82-89. https://doi.org/10.1093/intqhc/mzx200 | |
| dc.relation | /*ref*/Toghroli, R., Moradi, F., Hassani, L., Aghamolaei, T., Mehedi, N., Mahmoodi, F., Faraji, A., Hoseini, A. S., Soroush, A., y Ziapour, B. (2021). Evaluation of the educational services quality from the viewpoint of postgraduate students at Kermanshah University of medical sciences in 2019. Journal of Education and Health Promotion, 10(325). https://doi.org/10.4103/jehp.jehp_765_20 | |
| dc.relation | /*ref*/Tosun, C., Dedeoğlu, B. B., Y Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing and Management, 4(4), 222–234. https://doi.org/10.1016/j.jdmm.2015.08.002 | |
| dc.relation | /*ref*/Valdivieso Taborga, C. E. (2013). Efecto de los métodos de estimación en las modelaciones de estructuras de covarianzas sobre un modelo estructural de evaluación del servicio de clases. Comunicaciones En Estadística, 6(1), 21-44. https://revistas.usantotomas.edu.co/index.php/estadistica/article/view/6215 | |
| dc.relation | /*ref*/Villa de Leyva primer municipio boyacense con certificado de calidad turística. (2017, 8 de junio). El Diario. https://periodicoeldiario.com/villa-de-eyva-primer-municipio-boyacensecon-ertificado-de-calidad-turistica/# | |
| dc.relation | /*ref*/World Tourism Organization. (2019). UNWTO Tourism Definitions. https://doi.org/10.18111/9789284420858 | |
| dc.relation | /*ref*/Yusof, N. A., Abd Rahman, F., Che Jamil, F. M., y Iranmanesh, M. (2014). Measuring the quality of ecotourism services: case study–based model validation. SAGE Open, 4(2), 1–9. https://doi.org/10.1177/2158244014538270 | |
| dc.relation | /*ref*/Žabkar, V., Brenčič, M. M., y Dmitrović, T. (2010). Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management, 31(4), 537–546. https://doi.org/10.1016/j.tourman.2009.06.005 | |
| dc.relation | /*ref*/Zeithaml, V. A., Parasuraman, A., y Berry, L. L. (2007). Calidad total en la gestión de servicios. Editorial Díaz de Santos. | |
| dc.rights | Derechos de autor 2024 Eduin Dionisio Contreras Castañeda, Adriana Lucía Rubio-Sáenz, Augusto Bimberto Suárez-Parra | es-ES |
| dc.rights | https://creativecommons.org/licenses/by-nc-sa/4.0 | es-ES |
| dc.source | Revista CEA; Vol. 10 No. 23 (2024); e2822 | en-US |
| dc.source | Revista CEA; Vol. 10 Núm. 23 (2024); e2822 | es-ES |
| dc.source | 2422-3182 | |
| dc.source | 2390-0725 | |
| dc.subject | atractivos turísticos | es-ES |
| dc.subject | calidad percibida del servicio | es-ES |
| dc.subject | destino turístico | es-ES |
| dc.subject | percepción del turista | es-ES |
| dc.subject | tourist attractions | en-US |
| dc.subject | perceived service quality | en-US |
| dc.subject | tourist destination | en-US |
| dc.subject | tourist perception | en-US |
| dc.title | Assessing the Perceived Service Quality of Rural Tourist Attractions | en-US |
| dc.title | Evaluación de la calidad percibida del servicio en atractivos turísticos rurales | es-ES |
| dc.type | info:eu-repo/semantics/article | |
| dc.type | info:eu-repo/semantics/publishedVersion |
Archivos
Bloque original
1 - 4 de 4