Análisis de la calidad del servicio en los hoteles de segunda y tercera categoría de la ciudad de Guayaquil : propuesta de un plan de mejora en la calidad de servicios.

Abstract

The main objective of this titling work is to present a quality improvement plan for the services provided by the second and third category hotels of the city of Guayaquil, based on the analysis of guest satisfaction according to the application of the HotelQual methodology. In virtue of this, and in the first place, a detailed study was considered of the 20 variables that make up the HotelQual scale and its relation with the conditions in which the services of the hotel establishments are provided. Thus, it was decided to take advantage of the use of the survey as a primary tool in the knowledge of the levels of satisfaction of the guests of these hotels. Likewise, the study considered the collection of complementary information for the analysis of the services, through direct observation sheets with respect to compliance with the HotelQual methodology variables, and interviews with hotel managers to know their perspectives regarding the quality of their services. Finally, an inclusive plan was designed, grouping the problems identified in both categories of hotels, with the aim of being applied to improve the quality of services based on the current situation. In addition, the plan is projected taking into account the preparation in the face of future inconveniences generated by the neglect of priority to the dimensions of the personnel, the facilities and the organization of the establishments.