<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422023000200106</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2023.4522</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Análisis de validez de contenido y constructo para un instrumento que mide la calidad en el servicio y satisfacción del cliente en el sector hotelero]]></article-title>
<article-title xml:lang="en"><![CDATA[Content and construct validity analysis of an instrument that measures service quality and customer satisfaction in the hotel industry]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Morales-Morales]]></surname>
<given-names><![CDATA[Jaime Josué]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[González-Rosales]]></surname>
<given-names><![CDATA[Virginia Margarita]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Arango-Ramírez]]></surname>
<given-names><![CDATA[Paola Miriam]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Sinaloa  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Baja California  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2023</year>
</pub-date>
<volume>68</volume>
<numero>2</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422023000200106&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422023000200106&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422023000200106&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La calidad en el servicio se considera una alternativa para que los hoteles puedan ofrecer satisfacción del cliente ya que esta vertiente del turismo significa una entrada de divisas que contribuyen al Producto Interno Bruto de México. Los hoteles deben buscar ofrecer una mayor calidad en el servicio para que los clientes puedan tener una demanda en sus servicios y así obtener la preferencia de estos. El objetivo de la investigación fue validar un instrumento para la medición de la calidad en el servicio y satisfacción del cliente. El enfoque del estudio es cuantitativo; el instrumento se elaboró con base en la revisión de la literatura, se aplicó en los meses de julio y agosto de 2021 a una muestra de 120 huéspedes; como resultado de la medición de las dos variables en estudio se obtuvo una fiabilidad (alfa de Cronbach) para la calidad de en el servicio de 0.963 y para satisfacción del cliente de 0.825. Para evaluar la validez del constructo se llevó a cabo un análisis factorial exploratorio, que determinó cinco factores que explican el 75.23 % de la varianza total en la calidad en el servicio y dos factores que explican el 72.66 % en la satisfacción del cliente. La prueba de hipótesis arrojó que el nivel de calidad en el servicio es bueno derivado de la buena calidad en el servicio proporcionado por los hoteles. Así, el instrumento obtenido presentó adecuadas propiedades de confiabilidad y validez, que a su vez permitieron medir el impacto que tiene la calidad en el servicio sobre la satisfacción del cliente en el sector hotelero.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Service quality is considered an alternative for hotels to offer customer satisfaction, since this aspect of tourism means an inflow of foreign currency that contributes to the Gross Domestic Product of Mexico. Hotels should seek to offer a higher quality of service so that customers can have a demand for their services and thus obtain their preference. The objective of the research was to validate an instrument for measuring service quality and customer satisfaction. The focus of the study is quantitative; The instrument was developed based on the review of the literature, it was applied in the months of July and August 2021 to a sample of 120 guests; As a result of the measurement of the two variables under study, a reliability (Cronbach's alpha) was obtained for the quality of the service of 0.963 and for customer satisfaction of 0.825. To assess the validity of the construct, an exploratory factor analysis was carried out, which determined five factors that explain 75.23% of the total variance in service quality and two factors that explain 72.66% in customer satisfaction. The hypothesis test showed that the level of quality in the service is good derived from the good quality of the service provided by the hotels. Thus, the instrument obtained presented adequate reliability and validity properties, which in turn made it possible to measure the impact of service quality on customer satisfaction in the hotel sector.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[análisis factorial]]></kwd>
<kwd lng="es"><![CDATA[análisis de confiabilidad]]></kwd>
<kwd lng="es"><![CDATA[calidad en el servicio]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del cliente]]></kwd>
<kwd lng="en"><![CDATA[factor analysis]]></kwd>
<kwd lng="en"><![CDATA[reliability analysis]]></kwd>
<kwd lng="en"><![CDATA[quality of service]]></kwd>
<kwd lng="en"><![CDATA[customer satisfaction]]></kwd>
</kwd-group>
</article-meta>
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