Propuesta de un plan de mejora en la calidad de los servicios turísticos del Hostal Aventuras Marinas.

Abstract

The main objective of this research is to propose a plan to improve the quality of services offered by the Hostal Aventuras Marinas located in Puerto López, province of Manabí. The methodological tool used for this study was the HotelQual model, which was used to evaluate each of its dimensions in which the quality of the accommodation service is centered. The observation and survey were used for the diagnosis of the establishment and for the elaboration of the proposal. The survey consists of 20 variables that allow knowing the opinion of the guests, highlighting the reality of the situation in which hotel services are offered, and the Likert scale was applied as a measurement. After the analysis of the results was made, an improvement plan was designed identifying all the existing shortcomings according to the diagnosis and the surveys carried out, followed by the possible improvements that can be applied taking into account the three dimensions of the HotelQual: personnel, facilities and organization. Finally, certain recommendations were made for a possible recategorization of the establishment.