Multidimensional Scaling Analysis in the Determination of Hotel Quality Dimensions–Patagonia, Argentina

Abstract

ABSTRACT The purpose of this study is to identify and select quality dimensions for high category hotels in Neuquén and Bariloche, Patagonia, Argentina. The research starts with a battery of 28-quality indicators that was obtained from in-depth interviews with hotel managers, and guest surveys carried out in both locations. Through a structured interview by filling cards, the research team finds out the dimensionality that groups the hotel service quality items. Multidimensional scaling and hierarchical cluster analysis are used to explore the items grouping pattern and to define resulting quality dimensions. An empirical content validated scale for the construct “perceived service quality in hotels” is attained. Its three dimensions are “Physical support and hotel general services quality,” “Room quality” and “Employee service quality.”