Perceived quality in city hotels: a tool for evaluation

Urban tourism has experienced a growth in recent years. In this sense, city hotels have distinctive characteristics, conditioned by the motivations of the urban tourist, where culture and identity are important elements to consider. Based on this, the research aims to: design an evaluation instrument of the perceived quality in city hotels. An exploratory and descriptive type of research is developed, for which a qualitative and quantitative methodology is used. Among the main results, there are: the bibliographic review about the methodologies to evaluate the perceived quality in city hotels, the determination of the dimensions and attributes of the perceived quality, which have an impact on the customer satisfaction in these hotels, and the design of an evaluation instrument of the perceived quality in city hotels. The results obtained were analyzed and interpreted, and the validity and reliability of the instrument was verified.