Predictive model of quality in hotel: case Huaraz

Abstract

Knowledge management is the management of intangible assets that generate value for organizations. The main objective was to determine a predictive model of service quality for hotel companies according to knowledge management. The hypothesis was: The level reached in knowledge management by hotel companies does not allow these organizations to provide optimal quality services, because some knowledge management factors are not applied correctly. The informant population were the managers and clients of the 13 three-star hotel establishments in the city of Huaraz, Ancash, Peru. A multiple linear regression model was used to analyze the data. The hotel service quality prediction model was as follows: -1.73 + 1.73 Senior Management Commitment + 0.34 Organizational Culture - 0.53 Management Capacity + 2.69 Technology - 1.79 Knowledge Management Process + 5.50 Indicators.