Medición de la calidad percibida del servicio ofertado por el Hostal Andorra de Madrid como factor clave para la mejora continua 2015 /

Abstract

In this research we focus our interest in the customer satisfaction of the hostel Andorra as a source of competitive advantage for the company. For this, and after a brief analysis of quality concepts, we proceed to analyze the relationship between the service offered by the hostel and the perception of its clients. The object of this study is based on the interest in understanding how the Hostal Andorra de Madrid faces the quality of the service, analyzing its Tangible Elements, Empathy, Reliability, Responsiveness and Security, elements that contribute to satisfaction, comfort and Proximity to guests. Therefore, an improvement plan is presented, where quality must be taken with a strategy, as a mechanism for the continuous improvement of the service. Thanks to satisfaction surveys and interviews with their guests, the results were analyzed, identifying the susceptible areas that the hostel should prioritize to improve its service.