Medición de la calidad percibida del servicio ofertado por la Hostería Quinta San Miguel de la ciudad de Ibarra, como factor clave para la mejora continua año 2020

Abstract

Abstract: The purpose of this research work is to determine the level of quality offered at the Hostería Quinta San Miguel de Ibarra in five aspects that are empathy, security, responsiveness, reliability and the quality of the tangible elements within the establishment, based on the SERVQUAL model that allows measuring customer satisfaction based on the service received; For this, a continuous improvement plan is designed in order to provide key tools that allow the inn to highlight its service within the tourism-hotel field. This work was developed applying the descriptive and analytical methodology, with the support of the staff of the establishment, observations made in the facilities of the inn and information issued by the clients and the administration.