Servperf model to evaluate the Quality of Customer Service at the Hotel Sonesta Posada del Inca, South Zone.

Abstract

This article was developed in the Sonesta Posada del Inca Hotels in southern area of Peru", whose objective was to evaluate the level of service quality, applying the SERVPERF approach. An applied methodology was used, with a quantitative approach, non-experimental design, at an explanatory level. The results obtained show that at the Hotel Sonesta Posadas del Inca - Cusco the tangible dimension (80%), empathy (80%), security (70%), responsiveness (60%) and reliability (65%). On the other hand, in the Hotel Sonesta Posadas del Inca - Arequipa: tangible element (80%), empathy (85%), safety (85%), response capabilities (55%) and reliability (75%). and in the Hotel de Puno: tangible element (50%), empathy (85%), safety (80%), response capabilities (60%) and reliability (55%). In conclusion, the Sonesta Posadas del Inca hotels in the south show variability in the quality of their services. Cusco and Arequipa stand out in empathy and tangible elements, but have deficiencies in response capabilities, being especially low in Arequipa. Puno, while weak in tangibles and reliability, maintains high empathy and safety. In general, the three hotels share the need to improve in responsiveness and reliability to optimize the customer experience.