Propuesta de mejora de la satisfacción de los clientes de un hostal de tercera categoría del cantón General Villamil Playas. Estudio de caso : Hostal Rumbo al Sol.

Abstract

The main purpose of the present project is to propose a plan to improve the satisfaction of the clients of a third-category hostel in the General Canton of Villamil Playas to increase the level of acceptance of visitors, based on the HotelQual model to the Hostel "Rumbo al Sol", which evaluates the quality with 3 dimensions which are: personnel, facilities and operation, and organization. To start the data collection, the survey model based on the HotelQual scale was used as the main tool, which has 20 variables that help to know the opinion of guest by measuring the quality between the expectations and the performance in which the services are offered. In fact, in order to obtain additional information, an interview was conducted for the hostel manager and an observation form filled out by the authors during different periods of time. To conclude, a manual of procedures of the Hostel "Rumbo al Sol" was designed, identifying which were the disadvantages found according to the surveys, so that the staff can be guided and follow each one of the points. This manual will serve to improve the quality of the establishment and future employees of the hostel will have where to begin to perform their functions within the institution and anticipate future complications within it.