Determining service quality management in small rural hotels in Catalonia using a qualitative optimization process

Abstract

Today no one disputes that the service quality has become a market requirement in the hotel sector. Under this line, there has been some research, mainly focused on customer feedback with little management evaluation. This research is tries to determine, from the manager’s point of view, the gap between the importance given to certain aspects of quality management and their development in small hotels. The research methodology is based in the qualitative reasoning using the orders of magnitude to test a new way to determine the importance level and assess the quality of service.