Estudio de la satisfacción de los clientes que usan los servicios hoteleros de Decameron Punta Centinela.

Abstract

This research project aims to evaluate the satisfaction of customers who use the hotel services of the Royal Decameron Punta Centinela, to propose strategies to improve the service of promotion with reduced rate, called all-inclusive, at peak hours. The implementation of the plan will achieve the improvement of the service and increase the income. The use of the SERVQUAL model allows to establish the key components that guarantee the good functioning of the hotel and its sustainability over time. The methodology had a bibliographical and field research, a descriptive scope. The sample was of 381 clients; the investigation technique was the survey that was composed of 22 questions. The SERVQUAL model was used with its dimensions of reliability, responsiveness, security, empathy and tangible elements. The results showed quality problems in the coordination of food and beverage itineraries, pest control, maintenance of the pool, disagreement with claims management, lack of empathy, unpleasant noises in the early morning hours, slow service, among others. . The dimension of tangible elements was satisfactory. Actions were proposed to improve the quality of the service and it is concluded that the hotel will improve the service if it applies the proposal developed.