La calidad en el servicio y atención al cliente en las cadenas hoteleras caso Cadena Selina

Abstract

Customer satisfaction in the hotel sector is a key factor to increase guest occupancy through which the company can attract and maintain loyalty of those who have visited it, therefore, managers should focus on retaining them by implementing policies aimed at them. The objective of this study in to examine quality factors for the client service and attention and its measurement used in Hotel Chains of Ecuador, specifically in the Selina Chain. The study is a non-experimental design, of quantitative observational type; a customer satisfaction questionnaire based on the Servqual Method was applied on a sample of 225 guest, from which the data were obtained and processed in the SPSS version 25. The study allowed knowing the level of satisfaction of the guest of the Selina Cuenca Chain, who value the level of empathy of the employees.