Plan de mejora de la calidad del servicio del Hostal La Laguna en la Isla Isabela provincia de Galápagos.

Abstract

The main objective of this research is the implementation of a proposal to improve the quality of the services offered by the Hostel La Laguna located on Isabela Island, in Galapagos province; for this study was used the empirical method, descriptive research and qualitative and quantitative approaches, in the same way, it was used the HotelQual methodology to evaluate the Hostel services. The dimensions of this tool are classified by staff, facilities and organization. Also this research works with the GAP 5 of the ServQual scale which measures the difference between expectation and perspective of the Hostel services, the expectation level was set by the establishment according to the organization, and on the side of the perspective it was used a questionnaire consisting of 20 questions to measure guest satisfaction. Likewise, it has been made an interview with the Hostel manager, as well as a checklist and an elaboration of a swot analysis in order to know the current situation of the Hostel. In addition, it was obtained information from guest reviews who stayed at the property through booking platforms to know their satisfaction. With the information collected in the development of this research, the plan to improve the quality of the service of the Hostel La Laguna was proposed by identifying the shortcomings and the negative gaps in the result of the data colletion tool and to make strategies to help the quality of service in the accommodation. Finally, some recommendations were made so the managers of the Hostel can consider for the future well-being of the company.