Customer Satisfaction with Food and Beverage Services in Hotels of Destination Cuba

Abstract

The main goal of this study was to evaluate the behavior of customer satisfaction with food and beverage services in Cuba as a destination through the application of a specialized survey. The study is a descriptive cross-sectional study that was developed in selected facilities in 8 tourist regions of the country. It included hotels of category 3, 4 and 5 stars. The data processing involved the calculation of statistics such as the mean and standard deviation, an exploratory factor analysis by extraction of main components with varimax rotation and the evaluation of the reliability of the instrument through the analysis of its internal consistency, for this purpose Statistical Program for Social Sciences{''} {[}SPSS] for Windows {[}version 22.0] was used. It was obtained that the attributes better perceived by the clients are the friendliness and personal treatment, the personal presence and the professionalism. The quality / price ratio, proved to be the most devalued. The factorial analysis showed the existence of three factors (product, personnel and facilities) that explained 64.2% of the total variance, in addition this study showed a high reliability.