Evaluación y clasificación de los alojamientos turísticos post terremoto para la satisfacción del cliente en el cantón San Vicente
The purpose of the investigation was to evaluate and classify post-earthquake tourist accommodation for customer satisfaction in San Vicente. It was of a mixed nature with a descriptive approach that for its effect was developed in three phases that contemplated the diagnosis of the area through var...
שמור ב:
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| מחברים אחרים: | |
| פורמט: | bachelorThesis |
| שפה: | spa |
| יצא לאור: |
2021
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| נושאים: | |
| גישה מקוונת: | http://repositorio.espam.edu.ec/handle/42000/1373 |
| תגים: |
הוספת תג
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הוספת תג | סיכום: | The purpose of the investigation was to evaluate and classify post-earthquake tourist accommodation for customer satisfaction in San Vicente. It was of a mixed nature with a descriptive approach that for its effect was developed in three phases that contemplated the diagnosis of the area through various tools that made it possible to establish that the sector after the earthquake was affected by 80% in its infrastructure, also causing a series of deficiencies that are a function of the scarce planning, management, commercialization and control processes. The second phase included the evaluation of the classification of the accommodations by means of the technical sheet based on the Tourist Accommodation Regulations, evidencing the low level of compliance with the requirements according to the different categories granted by the competent authorities, where ten of the fifteen establishments studied were downgraded, maintaining their typification. The last phase was aimed at evaluating the services in the accommodation through the SERVQUAL model, where the low level of customer satisfaction was demonstrated. Based on this, an improvement plan was proposed that implied the design of the strategic formulation, followed by strategies based on axes related to hotel categorization and classification, management and governance, training and professionalization, and service improvement management with their respective strategic programming that included a total of four programs with twenty-nine projects and their control sheet, to influence the improvement of customer satisfaction. |
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