Content and construct validity analysis of an instrument that measures service quality and customer satisfaction in the hotel industry

Abstract

Service quality is considered an alternative for hotels to offer customer satisfaction, since this aspect of tourism means an inflow of foreign currency that contributes to the Gross Domestic Product of Mexico. Hotels should seek to offer a higher quality of service so that customers can have a demand for their services and thus obtain their preference. The objective of the research was to validate an instrument for measuring service quality and customer satisfaction. The focus of the study is quantitative; The instrument was developed based on the review of the literature, it was applied in the months of July and August 2021 to a sample of 120 guests; As a result of the measurement of the two variables under study, a reliability (Cronbach's alpha) was obtained for the quality of the service of 0.963 and for customer satisfaction of 0.825. To assess the validity of the construct, an exploratory factor analysis was carried out, which determined five factors that explain 75.23% of the total variance in service quality and two factors that explain 72.66% in customer satisfaction. The hypothesis test showed that the level of quality in the service is good derived from the good quality of the service provided by the hotels. Thus, the instrument obtained presented adequate reliability and validity properties, which in turn made it possible to measure the impact of service quality on customer satisfaction in the hotel sector.