Calidad percibida por los clientes en el Complejo turístico Mayae Club, Cantón Montalvo

This case study aims to answer the question: What is the perception of customers about the quality of service at the Mayae Club Tourist Complex? its main objective is to evaluate the quality perceived by customers in the establishment in order to know the level of satisfaction, through descriptive research, using a mixed method, with a convenience survey through a google survey form 100 people. The SERVQUAL Model was applied with the five dimensions such as reliability, security, tangible elements, responsiveness and empathy, adapting the 22 items, and using the Likert scale from 1-7 to assess their perception. As part of the results in the total assessment of the application of the surveys, 78% of the perception of the clients was obtained. Regarding the interview with the owner of the establishment, she disclosed her perception of quality. When reviewing the comparison of the opinion of the client versus the opinion of the owner, notorious differences could be found, which allowed making some recommendations to improve this aspect, such as carrying out a load capacity study, hiring employees in relation to the maximum number of people who allows the capacity of the establishment.

• Автор: Naranjo Barco, Soany Nicole (author)
• Формат: bachelorThesis
• Опубліковано: 2022
• Предмети: Calidad del servicio; Calidad turística; Complejo turístico; Modelos de evaluación
• Онлайн доступ: http://dspace.utb.edu.ec/handle/49000/13464