ANÁLISIS DE LA CALIDAD DEL SERVICIO QUE PRESTA LA HOSTERÍA VILLAFICUS DE LA EMPRESA AGUAMANÍA CÍA. LTDA., DEL CANTÓN CATAMAYO, PROVINCIA DE LOJA

Quality has been born from the very moment in which man gives himself on the basis of the earth, part of his nature is the desire to excel and make things better and better, obtaining quality as a product is a process that begins with the knowledge of the needs of the clients through the offer of services and / or products that satisfy those needs; The customer should always be the number one concern and the object of the whole process, the most important condition to achieve efficiency. The present project called "ANALYSIS OF THE QUALITY OF THE SERVICE THAT THE VILLAFICUS HOSTERÍA OF THE COMPANY AGUAMANÍA CÍA. LTDA, DEL CANTON CATAMAYO, PROVINCE OF LOJA ", which refers to entrepreneurs in the tourism sector, which is an analysis of the services offered to the company of quality services that meet the needs and desire of customers. To carry out a current investigation, it is a general objective "Analysis of the quality of the service in the Villaficus Inn of the company Aguamanía Cía. Ltda., Also three specific objectives were raised: Diagnosis of the current situation of the Inn Villaficus of the company Aguamanía Cía. Ltda., Use to know how the hostel is located internally, through a matrix of situational diagnosis based on the requirements for the hostel, tourist hacienda, 5 star hostel of MINTUR modified based on the needs of the company, which is a help to know if the trust is met with the requirements identified in the matrix Evaluate the quality of the service offered by Villaficus Inn of the company Aguamanía Cía. Ltda., For the development of this objective It deals with a use as a reference of the Methodology, it is a questionnaire with standardized questions. SWOT Matrix, which reflects the external factors of the company, the planting of the possibilities for the improvement of the same determination of what is determined in the Matrix of strategies (CROSS SWOT). Propose strategies for improving the quality of the service of the Villaficus Inn of the company Aguamanía Cía. Ltda., Once the matrix of the strategies was created, the summary table was constructed, with the characteristics, policies, values, indicators and goals to comply with the proposal. The customer satisfaction. For the development of the research, the inductive, deductive, analytical, synthetic and descriptive methods were used, which helped in the collection and selection of information, in order to establish results to be later analyzed and specify the possible solutions to improve the quality of services offered by the establishment, together with the diagnostic matrix making an assessment of how the establishment is currently, also took as a reference the Servqual methodology allowing knowing how customers perceive services, determined what are the flaws that presents the inn, in addition to techniques such as interview, direct observation and the survey that allowed the construction of the SWOT matrix resulting in the proposals to be made. Finally, conclusions and recommendations were made that indicate the importance of carrying out an analysis of how the services are being offered in the hostel, providing a contribution so that the owner can take the 9 proposals and improve the conditions of their establishment. It is necessary to make a constant assessment of quality management in terms of its employees, services and facilities allowing the development of the company and above all to help it stay in the market and make Catamayo the favorite place for tourists to visit the inn

• Egile nagusia: Benítez Chiriboga, María Fernanda (author)
• Formatua: bachelorThesis
• Hizkuntza: spa
• Argitaratua: 2019
• Gaiak: ADMINISTRACIÓN TURÍSTICA; CALIDAD DE SERVICIO; HOSTERIA VILLAFICUS; AGUAMANIA
• Sarrera elektronikoa: http://dspace.unl.edu.ec/jspui/handle/123456789/22382