Evaluación del servicio de alojamiento turístico para mejorar la calidad de la gestión hotelera de la ciudad de Manta

The objective of this work was to evaluate the services in the operation areas of tourist accommodation for the improvement of the quality of the hotel management of Manta city, beginning with the application of the bibliographic research that allowed to investigate the relevant topics of the thematic raised. Diagnose the service the areas of operation of tourist accommodation in the city of Manta, was performed by the characterization of the hotels and the interview chips that were fundamental to know the areas of operations of the establishment. Determine the quality of the service of the hotel management and evaluate the level of satisfaction of customers through the survey of the SERVQUAL method, which shows 53% as good is that if met services at time while 47% see it excellent perhaps because more than receiving the service in time. Propose improvements in the management of the quality of the operation of the selected hotels in Manta, executed through the application of the Delphi method that showed indicators as attention to the customer, to train staff and implement assessments on the service provided, these are the most important service a hotel the same were taken to apply strategies to strengthen their service through, so they can stay in the market in their category.

• Autor Principal: García Bucheli, José Guillermo (author)
• Formato: bachelorThesis
• Idioma: spa
• Publicado: 2019
• Subjects: Estrategias; Eficiencia; Calidad; Servicios; Gestión
• Acceso en liña: http://repositorio.espam.edu.ec/handle/42000/1024