Análisis de la calidad de servicio en los hoteles Oro Verde y Veuxor de la ciudad de Machala, mediante el modelo Servqual

Abstract

The goal of this intervention project is to diagnose the Hotels Oro Verde and Veuxor through the Servqual model and its dimensions (tangibility, security, response capacity, empathy and reliability), based on the expectations and perceptions of the users of these establishments. With this model it is intended to have a clear idea on the reality of the accommodation offer. The used methodolgy is quantitative, due to the fact that it is necessary to know aspects that are not measurablee, and at the same time the research needs quantifiable parameters. This investigation is composed of a questionnaire of 22 items, which are divided into 5 dimensions that are evaluated by a Likert Scale from 1 to 5 points. The intention is to generate an evaluation about the expectation that the client had, regarding the service that the hotel offers, and in a second moment which was the perception of the service. The province of El Oro is in the rediscovery of its touristic potential, which leads to a greater touristic promotion, and at the same time attract more public to enjoy its attractions. It is a this point that the hotel industry enters with an offer that seeks to meet the expectations of potential guests. Even though, the development of this industry has been slow, one cannot deny the efforts on highlighting all their accommodation variety. This leads to the emperical opening of more establishments that seek to cover in many cases noche markets that still cannot be captured.