Organizational Culture and Service Quality: An Analysis of the Hotel Sector in Colombia

Abstract

This study analyzes the relationship between organizational culture and service quality in the hotel sector in Colombia. A mixed methodological approach was adopted. The information was processed through descriptive analysis, with quantitative complementarity and data triangulation. The results show that well-defined corporate values, effective organizational communication and participatory leadership favor the perception of service quality. However, gaps were identified between the internal vision and the customer experience in aspects such as infrastructure and service personalization. While employees perceive the organizational culture as strong, some customers fail to identify it in their hosting experience. The research highlights the importance of aligning organizational identity with customer experience through communication strategies, staff motivation, and optimization of complementary services. These findings offer a framework for continuous improvement in hotel management and future correlational research between organizational culture and service quality.