Evaluación y clasificación de los alojamientos turísticos para la satisfacción del cliente: caso Chone

The purpose of the research was the evaluation and classification of tourist accommodation for customer satisfaction in Chone canton. It has a descriptive approach, which will be developed in three phases. The first phase grouped scientific theoretical information from other authors, which provided support for the work to be investigated, contemplating the characterization of accommodation establishments through various tools that allowed the selection of 6 hotels, which were chosen for their strategic location, infrastructure and services. The second phase included the application of methodology and research technique that allowed the evaluation of the classification of tourist accommodation through the SERVQUAL model through which the level of satisfaction of the guests could be known. The last phase included the classification of the hotel companies, for which the application manual for the tourist accommodation regulation was reviewed, where the services that 3 and 4-star hotels must offer, their categories and compliance based on the regulations and by therefore the services, equipment, corporate image and aspects that are of vital importance, concluding that the hotel companies evaluated do not comply with the provisions of the regulations, classifying themselves as hostels due to their limited offer of accommodation in the hotel sector, limited infrastructure, operational areas with poor performance, which causes nonconformity to customers, also does not have trained personnel, referring to the activity carried out, which infers that the operational processes in the hotel field are not known.

• Main Author: Loor Vera, Víctor Francisco (author)
• Format: bachelorThesis
• Language: spa
• Published: 2022
• Subjects: Alojamiento turístico; Satisfacción al cliente; SERVQUAL
• Online Access: http://repositorio.espam.edu.ec/handle/42000/1805