Análisis de la calidad del servicio del sector hotelero categorización cuatro estrellas en la ciudad de Cuenca; y, propuesta de diseño del modelo Servqual para: Hotel Zahir 360, año 2015

Abstract

This graduate thesis paper exposes an analysis about the quality of service at 4 star category hotels in the City of Cuenca, in order to determine the errors in service and to determine the solutions about what customers expect in relation to the service received. All this will be determined by applying the Servqual model which is a method of evaluation of key factors to measure the quality of services provided; considering that customers who purchased a service maintained expectations and then compare them with what is received to measure their level of satisfaction. The difference between the two attitudes is called Customer Satisfaction Index. This Index is an indicator that is obtained by appropriate treatment of information obtained by applying the Servqual questionnaire to each customer. Therefore, the purpose of this paper analyzes the Hotel Zahir 360 applying the proposed model in the present research to know and relate the gaps that may occur during the service. Also, by determining strategies for integral improvement that contribute to the expected satisfaction by the hotel's guest which can serve as a model to the other institutions that provide services and who wish to improve the quality