Análisis de la calidad de los servicios en el área de recepción y ama de llaves de la Cadena Hotelera JMV Group basado en el modelo Servqual: caso Hotel Santa Ana Spa y Hotel Santiago de Compostela en Cuenca

Abstract

The hotel industry provides a wide range of services such as lodging, food and other complementary or additional services. At present, quality management has become a necessary condition for any strategy aimed at the service industry. The constant increase in consumer demand level is the main cause that makes quality a determining factor for competitiveness. The present intervention project that is proposed aims to analyze the quality of services in the Reception and Housekeeper Area of the JMV Group Hotel Chain, case Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive in Cuenca based on the Servqual model, which allows the measurement of expectations and perceptions of guests. This tool allows to know the gaps of the service and increase the quality of the hosting services, as a differentiating and significant element. For the elaboration of this intervention work, surveys were used to a sample of external clients of the studied establishments, using the Servqual model, and also interviews with internal customers. The results reflect that in both the Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive, there are gaps in the service in four dimensions: tangible elements, reliability, responsiveness and empathy, as established by the Servqual model, so there are failures in the service in the Reception and Housekeeper Area. Finally, based on the shortcomings detected, a comprehensive improvement plan is proposed for the processes in the two hotels, aimed at strengthening the quality of service. Keywords: Servqual model, quality of service, expectation, perception, dimension, customer.