Análisis de la calidad percibida del servicio ofertado por la hostería Casa Giralda, del cantón Baños, durante el año 2018 como factor clave para la mejora continua.

Abstract

Abstract:The objective of this work is to analyze the perceived quality of the service offered by the Casa Giralda Inn, in the canton of Baños, during 2018 as a key factor for continuous improvement. To do this, a mixed methodology was applied, using a survey administered to 97 clients of the inn; it was possible to verify that, in general, the services offered by the establishment are adequate and are to the liking of the guest, however, there are problems regarding customer service, cleaning, and maintenance of the facilities. Based on the results obtained, a proposal was developed based on a SWOT analysis, stipulating that the greatest weakness of the lodge lies in its time to carry out the check-in and check-out processes. As a strategy, a reengineering was presented in order to standardize and optimize processes such as chek-in, chek-out, service area and contact with suppliers. It was concluded that the reprocessing of these services increases the degree of customer satisfaction, reduces waiting times and improves the communication system.