Diagnóstico de la calidad del servicio al cliente en los hoteles San Francisco y Grand Hotel Americano de la ciudad de Machala, aplicando el modelo Hotelqual y propuesta de mejora

Abstract

Providing quality services in an accommodation company is a reality that benefits through differentiation in the market and to stand out from the competition, it is for this reason that in the country different regulations to standardize accommodation services are issued, within them is the Regulation for Tourist Accommodation, issued by the Ministry of Tourism. The idea of diagnosing customer service quality is born upon of the great offer of lodging that the city of Machala possesses, since it is the one of the most important and productive cities of the country, for that reason, it is necessary for this destination to improve in this scope. In the present graduation work as a basis for this research study two establishments aimed at the executive target are taken, in this case the hotels San Francisco (two stars) and the Grand Hotel Americano (three stars), starting from a process of conducting interviews with the manager and observations sheets, in addition to guest surveys, which cover the twenty items of the Hotelqual model, focused on assessing the quality of accommodation service according to three dimensions: the staff, facilities and organization. In the same way, in order to determine whether the hotel companies under study comply with the requirements according to their category, the Tourist Accommodation Regulations is applied, using the same study mechanism for both establishments. According to the methodology used, important results were obtained to proceed to classify the main shortcomings found according to the three dimensions of the model under study, with them it was possible to elaborate and propose strategies whose purpose is to raise the quality index in service to both internal and external customers, thus achieving their satisfaction and meeting their expectations.