La calidad del servicio web en la satisfacción del cliente en el sector hotelero
DOI:
https://doi.org/10.26490/f8f1mh79Palabras clave:
calidad, servicio web, satisfacción, cliente, sector hotelero, usuario, competitividadResumen
En la presente investigación se analiza la influencia de la calidad del servicio web en la satisfacción del cliente en el sector hotelero, en un contexto más digitalizado. Se utilizó la metodología de revisión sistemática de literatura mediante el enfoque PRISMA, con un diseño fenomenológico y enfoque cualitativo-cuantitativo. Se hizo analizaron 20 artículos científicos publicados en las revistas de ScienceDirect, Scopus, SciELO, Taylor & Francis, Emerald Insight y Springer Link, publicados entre e 2021 y 2025, seleccionados bajo criterios de inclusión y exclusión. Los resultados evidencian que factores como la usabilidad, la claridad de la información, la funcionalidad, la seguridad digital y la interacción web influyen directamente en la percepción del cliente. Asimismo, los elementos como reseñas, chatbots y contenido visual refuerzan la confianza e intención de recompra. Se concluye que un sitio web bien diseñado no solo informa, sino que actúa como canal estratégico de persuasión y fidelización. Por tanto, la calidad del servicio web resulta clave para mejorar la experiencia del usuario y posicionar competitivamente a los hoteles.
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Referencias
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