Diagnosis of the service quality at Cavernas de Jumandy, Archidona.

Abstract

This paper presents a diagnosis made of the quality of the service provided by the Cavernas of Jumandy, using the ServQual model as an analysis tool to assess expectations against the client's perceptions about the quality of the product or service received in five dimensions: tangibility, empathy, reliability, security and responsiveness. The investigation shows the deterioration suffered by the quality of the service in the Caverns of Jumandy, the impact on the levels of customer satisfaction, and the consequent loss in profitability, the local economic impact and the damage in the image of the Caverns as tourist destination.