Browsing by Author "Monge Japa, Paola Elizabeth"

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    Análisis comparativo del nivel de satisfacción de los clientes según el modelo Servqual, en los hoteles de la ciudad de Cuenca, 2017, caso de estudio: Hotel San Andrés y Hotel Los Balcones
    (2018) Monge Japa, Paola Elizabeth; Romero Pulla, Valeria Elizabeth; Abad Vicuña, Guido Esteban
    Currently, the quality of the service or product in the hospitality industry has vital importance, since it depends on the level of competitiveness and its permanence within the sector. This is why the present research project, whose aim is to analyze and compare the level of customer satisfaction among hotels San Andres and Los Balcones by applying the Servqual model, to diagnose the current state of the hotels in the study in order to assess the results obtained. Servqual model presents a questionnaire of 22 items, divided into five dimensions (tangible elements, reliability, responsiveness, security and empathy) evaluated through the Likert scale of 1 to 5 points where 1 is very low and 5 is very high. Customers who purchase the first service will assess the expectation they have before receiving the service and after it, their perception of the service received will be assessed. The methodology used is quantitative and qualitative in nature, through the application of the questionnaire-based surveys of the Servqual model aimed at customers who use the services provided by the Hotel San Andres and Hotel Los Balcones. According to the results, recommendations are made in order to cover the expectations of the guests.