Análisis de satisfacción de los clientes de Apart-minisuite Petrópolis del periodo 2014-2015 para el mejoramiento de los servicios del establecimiento

Abstract

The following test was developed with the intention of improving the competitiveness of the company Minisuite-Petrópolis by Mrs. Nancy Carmela Vazquez Marin who is owner and manager of the aforementioned establishment. Minisuite Petrópolis is located in the ski industry in bicicross Capital city of Azuay Cuenca in southern Ecuador. The essay is divided into four sections, of which the first is focused on a detailed diagnosis of the establishment and functioning of the service. The second section is based on personal interviews in order to measure customer satisfaction both internal and external. Chapter three is the analysis of a questionnaire in which 80 active clients Minisuite Petópolis with which aims to understand the client host to the services offered by the establishment, in addition to understanding weaknesses that the company has participated. Finally we conclude with the preparation of a plan for improving the company hosting it will be based on an understanding of customer needs and actions would be planned whose goal is to improve the competitiveness of the hosting company.