ANÁLISIS DE LA CALIDAD DEL SERVICIO QUE PRESTA LA HOSTERÍA LAS LAGUNAS DE LA PARROQUIA MALACATOS, CANTÓN LOJA, PROVINCIA LOJA

services provided by the Hostería Las Lagunas of the Malacatos parish, Canton Loja, for the fulfillment of the same three specific objectives are proposed, the first objective: TO DIAGNOSE THE CURRENT SITUATION OF THE HOSTERÍA LAS LAGUNAS, the second objective: TO EVALUATE THE QUALITY OF THE SERVICE PROVIDED BY THE HOSTERÍA LAS LAGUNAS and the third objective: TO PROPOSE STRATEGIES TO IMPROVE THE QUALITY OF SERVICE FOR THE LAS LAGUNAS INN. Las Lagunas Inn is taken as an object of study because it is an establishment that has been in the field of accommodation for several years, being a pioneer in the Malacatos parish. To achieve the objectives, a literature review was carried out to form a conceptual framework of the issues involved in an analysis of the quality of services, regulations, permits and obligations based on a tourist establishment, as well as a reference framework for know the environment where the investigation was conducted and know the characteristics of the hostel which is investigated. The methodology used was descriptive in nature which allows to know the phenomenon or process for which materials such as office supplies, technological equipment, business or institutional resources were used, as well as methods such as the descriptive and the ServQual model, for the collection of information techniques such as interview, survey, direct observation and SWOT matrix were used. To diagnose the current situation of the Las Lagunas lodge, a matrix was applied for the collection of information in order to identify how the lodge is currently, allowing to collect general information, legal regulations of the lagoon lodge in addition to an analysis of The services offered based on the regulation of tourist accommodation issued by the MINTUR, an interview was applied to the main agents involved within the Hostería, and finally a SWOT matrix was designed to identify the internal situation of the Hostería. To evaluate the quality of the service, it was based on the ServQual model with the gap between the expectations and perceptions that the client has before and after receiving the service, for which a survey with 22 statements based on five dimensions identified as tangibility was used , reliability, empathy, responsiveness and security, to measure a Likert scale of 7 points was used, the results were placed in the SWOT matrix in external factors and finally the strategy matrix or SWOT crossed. In order to design proposals for the improvement of the Hostería, the strategic objectives obtained from the crossed SWOT were taken, those proposals that are within reach of being made in terms of the quality of the services and that do not depend directly on the intervention of the owner were selected perform them. The results were that La Hostería Las Lagunas should: Increase the demand for the services it offers through complementary activities, propose 5 a discount plan for current and new clients of the hostel, carry out a training plan for Hostería employees “ Las Lagunas ”, perform a manual of functions for customer service, carry out an incentive program for the employees of the Hostería“ Las Lagunas ”, implement telephones for internal communication and carry out a contingency plan in high season to hire to hire temporary or for hours. At the end of the investigation, conclusions and recommendations were obtained that allow the synthesis of this work, the most significant conclusion is that in a general analysis of the Hostería, this exceeds the expectations of the client, with a perception rating of 6.01 points out of 7 , while the expectation of 5.91 out of 7 points. It is observed that the qualification of the perceived services corresponds to very satisfied which is not bad but you should always seek to improve the quality of the service to get to have a higher rating. The most important recommendation is that the proposals are taken into account by the owner since they are directly focused on improving the provision of services, aiming at a quality of those offered. The research serves as a basis for future research and is applicable to any tourist accommodation establishment since the information obtained is real, verified and had a scientific treatment, it serves to make a broader approach to the quality of service offered by the Hostels of the Malacatos parish to expand it to accommodation establishments in various sectors and to make comparisons with all establishments in the area.

• 主要作者: Castillo Jara, David Fernando (author)
• 格式: bachelorThesis
• 語言: spa
• 出版: 2020
• 主題: ADMINISTRACIÓN TURÍSTICA; CALIDAD DE SERVICIO; HOSTERIA
• 在線閱讀: http://dspace.unl.edu.ec/jspui/handle/123456789/23151