Factores de satisfacción de los usuarios de las microempresas del sector de alojamiento, comidas y bebidas del cantón La Maná, año 2021.
Today's society has developed a series of processes that are directly linked to satisfy the diverse demands of the client. The objective is to determine the satisfaction factors of the users of the microenterprises of the lodging, food and beverage sector of Canton La Maná, and to develop the d...
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| Formato: | bachelorThesis |
| Idioma: | spa |
| Publicado em: |
2022
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| Acesso em linha: | http://repositorio.utc.edu.ec/handle/27000/8655 |
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Adicionar Tag | Resumo: | Today's society has developed a series of processes that are directly linked to satisfy the diverse demands of the client. The objective is to determine the satisfaction factors of the users of the microenterprises of the lodging, food and beverage sector of Canton La Maná, and to develop the design of a proposal to improve the satisfaction of the users. The problem lies in the lack of knowledge of the factors of satisfaction on the part of the micro-entrepreneurs, which does not allow them to grow successfully in the micro-enterprises of the lodging, food and beverage sector. The development of the research is fundamental because it allows to establish the satisfaction factors of the users in each one of the services. A bibliographic, field and descriptive research model was used to carry out the work. The techniques used in the research were: survey and interview. The population to investigate was 56905 people, a sample of 382 people and 43 microenterprises dedicated to lodging, food and beverage services. As a result of the research, the most relevant factors were obtained: Customer service with 45% consider it is bad therefore they should improve the quality of customer service, 68% indicate that the facilities are sometimes adequately in the services indicated, and the price factor which is considered by customers as expensive with 45%. The factors taken into account for the development of the proposal are customer service, security in services such as credibility and trust, as well as process improvement. In view of this, it was concluded that it is necessary to develop a proposal aimed at improving the level of customer satisfaction. Therefore, a customer satisfaction improvement plan was developed for lodging, food and beverage companies based on the Servqual model. The research carried out directly benefits the owner-managers and customers of the micro-enterprises of lodging, food and beverages. |
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