Evaluation of Service Quality in the Hotel Sector Through Exploratory Factor Analysis: Ensenada Baja California, Mexico

Service quality has been the subject of analysis in the organizational field by several authors. Among the relevant dimensions that affect this variable, the customer experience in the hotel sector stands out. One of the alternatives to analyze certain indicators of service quality is exploratory factor analysis, as it utilizes correlations among a set of observed variables. The objective of this research is to identify the number and composition of the components of the service quality variable, observed in a dataset, and determine the association and relationship between service quality and its dimensions. The methodology employed is a non-experimental quantitative approach, with a sample of 115 individuals selected through non-probabilistic sampling. Data was collected through a survey, conducted in the port of Ensenada, Baja California, Mexico. The obtained results are analyzed using the exploratory factor analysis technique. From the results, five components of the service quality variable are identified: empathy, staff and hotel communication, human capital competencies, hotel infrastructure, and customer safety. Additionally, a bivariate Pearson correlation is performed to determine the relationship of the studied variable with the identified dimensions. The results show that service quality can be evaluated in the hotel sector through the identified dimensions.