Web service quality in customer satisfaction in the hotel industry
DOI:
https://doi.org/10.26490/f8f1mh79Keywords:
Web service quality, Customer satisfaction, Hotel sector, User experience, Hotel website, Competitiveness.Abstract
The present research analyzes the influence of web service quality on customer satisfaction in the hotel sector, in a more digitalized context. The systematic literature review methodology was used using the PRISMA approach, with a phenomenological design and a qualitative-quantitative approach. Twenty scientific articles published in ScienceDirect, Scopus, SciELO, Taylor & Francis, Emerald Insight and Springer Link journals, published between 2021 and 2025, selected under inclusion and exclusion criteria, were analyzed. The results show that factors such as usability, clarity of information, functionality, digital security and web interaction directly influence customer perception. Likewise, elements such as reviews, chatbots and visual content reinforce trust and repurchase intention. It is concluded that a well-designed website not only informs, but also acts as a strategic channel of persuasion and loyalty. Therefore, the quality of web service is key to improving the user experience and positioning hotels competitively.
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References
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