Keywords
competitiveness
hotel industry
infrastructure
tourism.
How to Cite
Abstract
Abstract The five-star hotels in the cities of Barranquilla and Santa Marta have a decisive role in the development of tourism in the region, the infrastructure of their facilities and the service provided by the staff, are the two determinant factors to provide a quality service. In this paper is addressed the role of the infrastructure of these hotels in the perception of quality that customers have, in order to establish the level of competitiveness and internationalization they present. In the first part the customer perception regarding to facilities is established, using the model HOTELQUAL next the relationship between infrastructure and organization in these hotels is studied. Finally, it is described the impact of the infrastructure and the service from the perspective of the managers.References
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