Medición de la calidad de servicios hoteleros de Manta, Ecuador a través del modelo HOTELQUAL

• Loor Moreira, Alexandra Jacqueline ^[1] ; Zambrano Barcia, Andrea Viviana ^[1] ; Peña Vélez, Isaura Vanessa ^[1] ; Ponce Andrade, Johnny Edison ^[1]
  1. [1] Universidad Laica Eloy Alfaro de Manabí

     Universidad Laica Eloy Alfaro de Manabí

     Portoviejo, Ecuador

     
• Localización: ECA Sinergia, ISSN 1390-6623, ISSN-e 2528-7869, Vol. 11, Nº. 2, 2020 (Ejemplar dedicado a: Mayo - Agosto), págs. 155-165
• Idioma: español
• Títulos paralelos:
  • Measurement of the quality of hoteleros of Manta, Ecuador through the HOTELQUAL model
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• Resumen
  • español

    Esta investigación se centra en hoteles y hostales de la ciudad de Manta, Ecuador; para evaluar la calidad del servicio que estos brindan a sus clientes a través de la escala de medición HOTELQUAL con una evaluación de 3 dimensiones (instalaciones, personal y organización), con el fin de que los establecimientos conozcan aciertos y errores para poder retroalimentarse y plantearse un plan de mejoras que contribuya al crecimiento de su empresa. Se utilizó un método cuantitativo, haciendo uso de la escala de likert y se realizó in situ observando y bajo la vivencia del servicio recibido que permitió obtener como resultado que a nivel general la calidad de servicio ofertada por estas empresas cumple con el nivel de satisfacción del cliente, pero existen tres aspectos que presentaron debilidad siendo estos: medición de resolución eficaz de problemas, medición de rapidez de servicios y base de datos para reducir tiempo de registro.

  • English

    This research will focus on hotels and hostels in the city of Manta, Ecuador; and will evaluate the quality of service they provide to their customers through the SERVQUAL measurement scale with an evaluation of its 5 dimensions in order to establish know their successes and mistakes to be able to get feedback and consider an improvement plan that contributes to the growth of your company. This study uses a quantitative method, making use of the likert scale for the determination of results. The data was carried out in situ observing and under the experience of the service received, which allowed obtaining as a result that in general the quality of service offered by these companies meets the level of customer satisfaction, but there are three aspects that showed weakness, these being efficient problem solving, speed measurement of services and databases to reduce registration time.

      Keywords: consumer behavior; tourism promotion; marketing strategy; competitiveness factor.

    Palabras clave: comportamiento del consumidor; promoción turística; estrategia de marketing; factor de competitividad.

    ABSTRACT This research will focus on hotels and hostels in the city of Manta, Ecuador; and will evaluate the quality of service they provide to their customers through the SERVQUAL measurement scale with an evaluation of its 5 dimensions in order to establish know their successes and mistakes to be able to get feedback and consider an improvement plan that contributes to the growth of your company. This study uses a quantitative method, making use of the likert scale for the determination of results. The data was carried out in situ observing and under the experience of the service received, which allowed obtaining as a result that in general the quality of service offered by these companies meets the level of customer satisfaction, but there are three aspects that showed weakness, these being efficient problem solving, speed measurement of services and databases to reduce registration time.

    Keywords: consumer behavior; tourism promotion; marketing strategy; competitiveness factor.