Análisis del nivel de satisfacción de los huéspedes del Hostal Galápagos Best Hostel para la propuesta de mejoras de la calidad del servicio.

Abstract

The research in this thesis is centered on the comprehensive analysis of guest satisfaction levels at the Galapagos Best Hostel, with the aim of identifying areas for improvement and proposing an Improvement Plan based on the HotelQual model to elevate the quality of services and overall customer satisfaction. The study is conducted within the context of the hospitality industry, where customer satisfaction and quality are crucial elements for business success and reputation. The improvement proposal will be founded on the HotelQual model, which focuses on quality management and customer satisfaction in hospitality establishments. Improvement actions will encompass evaluating and optimizing the quality of provided services, staff training to enhance guest interaction, and implementing technologies to streamline processes and enhance the overall experience. The plan will also consider the importance of customer communication, sustainability, and adapting to individual guest preferences. The strategy will be continuously monitored to gauge the impact of implemented improvements and make adjustments as needed. Using the HotelQual model as a reference framework, it is anticipated that the resulting improvement proposals will not only generate greater satisfaction among current guests but will also attract new customers and solidify the hostel's position as a preferred choice in the hospitality market.