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ABSTRACT
Although the Neuquen Province has experienced an important increase in hospitality demand since the Argentine currency was devalued in 2001, no studies concerning hotel service quality have been detected. This research deals with the perceived quality of high category hotels in two locations in this province. Highly structured interviews were held to measure levels of guests' expectations and perceptions, using a scale adapted to the service context. The paired sample T-test was used to analyse the resulting gaps of the three hotel quality dimensions and their 23 items. Factors influencing expectations levels were also analysed as well as behavioural consequences of perceived service quality. Finally, multi-item hotel quality scale reliability and validity assessment was also applied.
