Nominal scale as alternative service quality evaluation: Study case of Hacienda Bugambilias hotel, Mexico

Authors

Keywords:

Service; Quality; Hotel; Nominal variable; Likert scale.

Abstract

Service quality is commonly measured with instruments that use the Likert scale corresponding to a qualitative variable (ordinal or nominal) that in turn is associated with a quantitative one (discrete or continuous) as an approximate to be able to carry out operations and comparisons, which has generated controversy over the statistical management and data interpretation. However, it is possible to perform an analysis based only on the nominal scale leaving aside the typical numerical scale. In this work, the measurement and comparison of the quality of the service in a hotel are proposed using two different assessment scales: numerical-interval and nominal. The perception of the quality of the hotel service was measured during three holiday seasons and was contrasted using non-parametric hypothesis tests to observe significant changes when it is valued with a numerical and nominal interval scale. The results show that the quality of the service between holiday seasons contrasts according to the type of stopover. The nominal scale revealed information that the numerical interval could not show, presenting some advantages for the evaluation of the quality of the service.

Author Biographies

Francisco Javier Urcádiz Cázares, National Technological Institute of Mexico

Dr. in Marine Sciences (2018) at the National Polytechnic Institute. Professor in the area of ​​Basic Sciences of the National Technological Institute of Mexico. He has studies in design and application of statistical methods. Do research in your spare time. Member of IASE (International Association for Statistical Education) and ANPM (National Association of Mathematics Teachers). ORCID: https://orcid.org/0000-0001-8072-8162

Mauro Alejandro Monroy Ceseña , Autonomous University of Baja California Sur

Professor - Researcher at the Autonomous University of Baja California Sur attached to the Academic Department of Economics. Doctor in Administrative Sciences at the University Institute of Puebla. It has published research in the knowledge areas of: Quality of service, customer satisfaction, loyalty and applied marketing. ORCID ID: https://orcid.org/0000-0001-7175-9362

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Published

2022-06-20

How to Cite

Urcádiz Cázares, F. J. ., & Monroy Ceseña , M. A. . (2022). Nominal scale as alternative service quality evaluation: Study case of Hacienda Bugambilias hotel, Mexico. Scientific Journal Visión De Futuro, 26(2). Retrieved from https://revistacientifica.fce.unam.edu.ar/index.php/visiondefuturo/article/view/522

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Original Articles

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