Análisis del nivel de satisfacción del cliente en los alojamientos turísticos de primera categoría del cantón Gualaceo 2014

Abstract

Customer satisfaction is one of the main goals that every company should aspire today in order to position itself in the minds of customers; especially an organization that offers services given the fact that selling something intangible closely links satisfaction to the experience perceived by consumers. Therefore, the aim of this research is to analyze the level of customer satisfaction in first class tourist accommodation in Gualaceo. This analysis aims to determine the customer service being offered in first class tourist accommodations in Gualaceo. The companies analyzed are Hostería Santa Barbara and Arhana Hostería Resort through the quality of service these accommodations offer. This required an investigation of Gualaceo as a tourist destination determining the general aspects, tourism resources and the status of tourism in the county. A detailed diagnosis of customer satisfaction was performed to establish its importance while setting the parameters that lead to satisfaction as well as models to measure the service rendered. Later work focused specifically on the companies under study, making a brief analysis of the macro environment and a general analysis of the elements of the microenvironment. Finally, to generate knowledge about the customer satisfaction the establishments in question offer, an investigation based on qualitative methodology was developed through structured interviews and focus groups as well as quantitative methodology used through surveys aimed at consumers of the services offered by Hostería Santa Barbara and Arhana Hostería Resort.