Propuesta de mejora de la calidad de servicios del Hostal Blacio en el cantón Zaruma, provincia de El Oro.

Abstract

The main objective of this degree work is to design a Manual for Improving the Quality of Services of the Blacio Hostel in the Zaruma canton, province of El Oro. A descriptive study was applied, with a mixed, quantitative and qualitative approach, the collection technique of data used were interviews, surveys and direct observation, the population considers they are the people who visit or have visited the Blacio hostel within the last months of 2019, a sample of seventy clients, probabilistic model, by coexistence was taken. The questionnaire applied was with three dimensions, personnel, facilities and organization, according to the methodology of the Hotelqual. Low scores were obtained as regards the personal dimension. Finally, the proposal of the Manual and the suggestions in which the hostel should improve so that it becomes, within the canton of Zaruma, the first accommodation establishment to implement a Quality Standards Manual is presented.