Analysis of quality and satisfaction in the tourist visit. An empirical application to the Alhambra monumental set

Abstract

Over the past several years the behavior of tourists has evolved, hence the satisfaction of touristic visits needs to be revised. This research aims to identify the dimensions of service quality and examine the interrelationships between these dimensions in the tourist visit made by visitors to the Monumental Complex of the Alhambra and its relationship with the satisfaction of tourists through the use of the well-known SERVQUAL scale and some later modifications proposed by the scientific literature, examining the level of expectations and measuring the subsequent satisfaction of the visitors. The present study contributes to the research already carried out on the quality of service and satisfaction, through the use of the SERVQUAL scale and subsequent adaptations.