International Journal of Control Theory and Applications 161 Adaptation of the “Caltic” Service Quality Model in the Tourism Sector Maria Andreina Moros Ochoa a , Juan Carlos Rincón Vázquez b , Gilmer Yovanni Castro Nieto c , Amelec Viloria d and Janitza Ariza-Salazar e a Escuela de Negocios de la Fundación Universitaria Konrad Lorenz, Bogotá, Colombia. Email: andreina.moros@konradlorenz.edu.co b,e Escuela de Negocios de la Fundación Universitaria Konrad Lorenz, Bogotá, Colombia. Email: b juanc.rinconv@konradlorenz.edu.co; e janitza.arizas@konradlorenz.edu.co c Pontificia Universidad Javeriana, Bogotá, Colombia. Email: gilmer.castro@javeriana.edu.co d Universidad de la Costa, Barranquilla, Colombia. Email: aviloria7@cuc.edu.co Abstract: The tourism sector contributes (to a greater or lesser extent) to the economy of any country and even more in emerging economies such as Colombia. According to the World Tourism Organization (UNWTO) tourism accounts for 9% of world GDP; 1 in 11 jobs are generated in this sector and represent 6% of international trade (UNWTO, 2015). In conclusion, with an instrument that contains psychometric properties that make it valid and reliable to be applied to clients who have made use of the hotel service. Keyword: Servqual, Caltic, Quality, Service, ICT, Tourism. INTROduCTION 1. Caltic is a quality of service measurement model, validated from the recognized Servqual [1], which includes variables that take into account the Information and Communication Technologies (ICT). The process of developing the model will be summarized briefly, to contextualize the importance of ICT in the tourism sector. The Caltic model was developed by [2], to measure the perception of service quality and the degree of satisfaction of “internal and external” customers in the financial sector. However, the model can be adapted to any service organization. Subsequently, it was applied in the hotel and health sector, allowing interesting conclusions to be drawn for the design of new strategies with the aim of improving productivity and competitiveness of organizations. This paper seeks to identify the variables taken into account for the adaptation of the Caltic in the hotel sector. To meet the objective of the research, an evaluation instrument was designed that seeks to establish what are the psychometric properties of the Caltic for the tourism sector? International Journal of Control Teory and Applications ISSN : 0974-5572 „ International Science Press Volume 9 • Number 44 • 2016