Medición de la calidad percibida del servicio ofertado por el Hotel Oro Verde Manta como factor clave para la mejora continua año 2015

Abstract

The quality of service is of vital importance for the companies in which its main business is based on the needs and desires of its customers, so it is important that all hotel organization focusing on learn, analyze and investigate the expectations of its guests, allowing you to determine objectives that are directed to achieve excellence and above all make the customer satisfaction index reach the paths parameters. Today is considered insufficient to have comfortable facilities have all the necessary services for a good hosting, it is essential to provide a quality service so that it is evaluated and rated positively. The level of quality service is the cornerstone of customer satisfaction, and is so important to achieve today in a competitive market in where companies operate, forcing them to well develop processes to succeed in the services offered. This is only achieved with a continuous service improvement since demands are increasingly demanding. With this work of research has been to measure the quality of service that is offering the Hotel Oro Verde in the city of Manta, through opinions made by their clients after having enjoyed its services