“Análisis de la calidad de los servicios que ofrecen los hostales, de la ciudad de Cariamanga, cantón Calvas, provincia de Loja año 2023”

The present research analyzes the quality of services in the hostels of Cariamanga city, highlighting the importance of offering exceptional guest experiences. Aspects such as hospitality, cleanliness, and customer service significantly contribute to the overall perception of these establishments. The primary objective of the study was “To analyze the quality of services offered by the hostels in the city of Cariamanga, Calvas canton, Loja province, during the year 2023.”To achieve this goal, two specific objectives were established. First, the study aimed to examine the quality of service in the hostels of Cariamanga, which involved an internal and external analysis of the establishments using a matrix based on the guidelines of Ecuadorian tourism regulatory institutions and the local municipality. Additionally, interviews were conducted with managers and employees of JV, La Fragua, and Pamplona hostels to evaluate the quality of the services offered.The SERVQUAL method, developed by Parasuraman, Zeithaml, and Berry in the 1980s, was employed. This model is designed to measure service quality by comparing customers' expectations with their perceptions. It is based on the principle that customer satisfaction depends on whether the service received meets their expectations.The research subjects included owners, partners, and customers of the hospitality sector, who continuously strive to provide high-quality products and services to meet guest expectations.The study results indicate that the hostels comply with the permits and regulations established by the Ecuadorian Ministry of Tourism (MINTUR), in addition to operating permits issued by the municipal GAD of Cariamanga, which strengthens their operations. Furthermore, a user manual was designed for each work area, concluding that the proposed recommendations will help improve the quality of service in the hostels of Cariamanga.

• 第一著者: Ajila Ajila., Marjorie Nohemy (author)
• フォーマット: bachelorThesis
• 言語: spa
• 出版事項: 2024
• 主題: TURISMO; HOSTALES; CARIAMANGA; LOJA
• オンライン･アクセス: https://dspace.unl.edu.ec/jspui/handle/123456789/31632