Análisis de servicio al cliente en las PYMES del sector Hotelero de Guayaquil al 2017.

Abstract

This research work has as main objective: To analyze the customer service in the S&MEs of the Guayaquil´s hotel sector in 2017 because there are customers who are not satisfied with the customer service offered by S &MEs in the aforementioned sector, and Which, on special ized hotel websites, show their discomfort. First, it establishes the different theoretical, conceptual and legal approaches to customer service, which allow us to understand the key factors and fundamentals to guarantee the quality of customer service in the hotel sector. The applied research method is the deductive one, a mixed research since qualitative and quantitative analysis is carried out. The research is exploratory and descriptive. The quality of the customer service in the S&MEs of the Guayaquil´s hotel sector is evaluated using the SERVQUAL Model, which is based on five dimensions to determine the gaps in service quality. The main conclusion is that the quality in the service to the client in the hotel S&MEs of Guayaquil is deficient. That is why we propose improvement that could be presented with the aim of improving the reliability, responsiveness, security, empathy towards customers and tangible elements offered by hotel units.