Browsing by Author "Prado Navas, Ana Gabriela"

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    Análisis de la calidad del servicio a través del modelo HOTELQUAL en las hosterías en la comunidad de Migüir, Azuay-Ecuador. Caso de estudio: Hostería Guagrahuma y Hostería Capillapamba
    (Universidad de Cuenca, 2025-09-10) Prado Navas, Ana Gabriela; Vázquez Ávila, Tania Cristina; Urgilés Contreras, Diana Paola
    This study aims to analyze the quality and satisfaction of customer service through the HOTELQUAL model in two inns: Guagrahuma and Capillapamba, located in the community of Migüir, Molleturo parish, province of Azuay. This study has an observational design, with a mixed approach, with an exploratory-descriptive scope and a cross-sectional section. The tool used to obtain data for quality measurement is the HOTELQUAL model survey, aimed at interest groups such as the guests of these establishments to evaluate the experiences of users in relation to the quality of service. Data collection was carried out through the HOTELQUAL survey, applied before and after the service, followed by the implementation of two open questions. Quantitative data were analyzed in SPSS software and qualitative data in ATLAS.TI. The results show that the two inns have an acceptable level of quality, slightly exceeding the expectations of the guests. Based on the results obtained, proposals were developed for the improvement of the service in the two inns, carried out in the current conditions of the establishments, proposing strategies focused on staff training, basic quality management system, continuous monitoring of all dimensions, among others. Finally, the proposed strategies were socialized and validated, with the participation of the owners and staff of the establishments. The HOTELQUAL model is an effective tool to diagnose and improve the quality of service in tourist accommodation.