Perceived quality of the services provided to the tourism sector by Empresa Inmobiliaria Matanzas

Abstract

One of the areas of greatest interest in service marketing studies is perceived quality. The research was motivated by the need for studies related to the perceived quality of service to tourism in the real estate sector, given the dissatisfaction shown in recent years by the reference market. The objective was: to evaluate the perceived quality of services to the tourism sector of the Matanzas Real Estate Company. Mixed research was developed, both qualitative and quantitative, using instruments such as interview scripts and structured questionnaires. A procedure that includes the determination of dimensions and determinant indicators of the perception of value was applied. The results obtained were analyzed and interpreted with the SPSS version 22.0 statistical package. The main deficiencies in the company that affect the quality of service were established to define relevant improvement plans.