Service quality and its relationship with customer satisfaction: Canchaque-Perú tourism companies

Tourism is a source of income par excellence that provides growth opportunities to geographic areas with high tourism potential. The purpose of this article was to determine the relationship between the quality of service in tourist lodging companies, restaurants and means of transportation with customer satisfaction in the district of Canchaque, Piura-Peru. Due to the nature of the variables, it is a subjective, non-experimental, cross-sectional study at a correlational level and, due to the way of processing the information, it is quantitative. The instrument used has an indicative of consistency and coherence Cronbach’s alpha of 0.920 for the part of the questionnaire corresponding to lodgings; 0.902 in restaurants and 0.914 for means of transport. To determine the quality of the service, the dimensions of the ServQual model were used and to determine the level of satisfaction the one-dimensional approach was used. The results show that the quality of lodging services is significantly related (Sig. <0.05) with the satisfaction of tourists. It is concluded that the services provided by tourist lodgings are of quality, while the restaurants present favorable and unfavorable aspects, and the means of transport provide a deficient service.