Plan de mejoramiento de los servicios Ofertados en el Hotel Tren Dorado de la Ciudad de Riobamba como Estrategia Competitiva que lleva a la Satisfacción del cliente.

This thesis project is a study tool and part of designing a plan for continuous improvement of the quality of management and services of the hotel "Golden Train". This project is based on service quality standards that will be used by administrative staff and hotel services. In Chapter I of this research is the problem of the study is how to raise the quality of services offered to clients of the Hotel “Tren Dorado” of the city of Riobamba? Based on this problem is proposed to develop a plan for improving the services offered at Hotel “Tren Dorado” of the city of Riobamba as a competitive strategy to achieve customer satisfaction. In Chapter II is based theoretically Tourism and Hotel Management, Improvement Plans and Customer Satisfaction. Chapter III provides that the research is qualitative and descriptive in that it uses techniques such as surveys and interviews, these were applied to the administrative staff, employees and customers of the Hotel “Tren Dorado” being the total research sample 284 respondents. In Chapter IV show the results of research and analysis concluding discussion in Chapter V that there is a need to develop a Continuous Improvement Plan is developed it in Chapter VI with the proposal entitled "Continuous Improvement Plan Quality Management and Hotel Services "Tren Dorado".

• Главный автор: Borja Salazar, Williams Eduardo (author)
• Формат: bachelorThesis
• Язык: spa
• Опубликовано: 2012
• Предметы: Servicios Hoteleros; Turismo
• Online-ссылка: http://dspace.unach.edu.ec/handle/51000/605