Vivencia de calidad : la experiencia del cliente en casas vacacionales de lujo en Colombia

Abstract

Luxury tourism offers unique and memorable experiences with exclusive and quality services. However, many organizations in the tourism sector do not measure the quality of their services, which allows them to provide a better experience to their clients. For this reason, the objective of this research was to know the variables that determine a luxury experience in vacation homes in Colombia, based on the five dimensions of the SERVQUAL model. These are: tangible elements, empathy, responsiveness, reliability, and security. This research is qualitative, its scope is exploratory. Information was collected from primary sources through interviews with frequent clients of vacation homes in Colombia and people with knowledge about luxury tourism, which will allow contrasting their concepts and opinions. It was found that users favor the tangible elements offered by luxury vacation homes, especially the categories of physical facilities and equipment in excellent working order. However, experts on the subject demand very rigorous quality standards for stays in luxury vacation homes. Experts and users also highlight the dimension of empathy, in which they expect their needs and preferential treatment to be satisfied during the service.