Evaluación de la satisfacción de los clientes en el Complejo Hotelero de Remedios del Grupo Cubanacán S.A
Fecha
2019
Autores
Hernández Loro, Maidelín
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Editor
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
El presente Trabajo de Diploma se realiza en el Complejo Hotelero de Remedios situado en la provincia de Villa Clara. Tiene como objetivo general evaluar la satisfacción del cliente externo en el Complejo Hotelero de Remedios incidiendo de forma positiva en la toma de decisiones. Para llevar a cabo el estudio fueron utilizadas las técnicas de entrevista personal, encuesta y procesamiento de datos que permita el registro, medición, análisis e interpretación de los resultados. Para lograr el objetivo general de la investigación fue necesario conformar una fundamentación teórica sobre la calidad del servicio y la satisfacción del cliente. Se realizó una caracterización general del Complejo donde se realiza la investigación, y de los resultados de la encuesta que actualmente se aplica para medir la satisfacción con la calidad del servicio percibido por los consumidores turísticos. Seguidamente se aplica la encuesta rediseñada por la autora para medir dicho nivel de satisfacción, en base a las deficiencias detectadas se establecen mejoras para perfeccionar el proceso y la fiabilidad de los resultados. Como principal resultado se obtuvo con la encuesta propuesta el índice de satisfacción de los clientes es favorable.
The present Diploma Work is carried out in the Hotel Complex of Remedios located in the province of Villa Clara. Its general objective is to evaluate the satisfaction of the external customer in the Hotel Complex of Remedies, influencing in a positive way in the decision making process. To carry out the study were used the techniques of personal interview, survey and data processing that allows the registration, measurement, analysis and interpretation of the results. In order to achieve the general objective of the research, it was necessary to establish a theoretical foundation on the quality of service and customer satisfaction. A general characterization was made of the Complex where the research is carried out, and of the results of the survey that is currently applied to measure the satisfaction with the quality of the service perceived by the tourist consumers. The survey redesigned by the author to measure this level of satisfaction is then applied, based on the deficiencies detected, improvements are established to improve the process and the reliability of the results. The main result was obtained with the proposed survey the customer satisfaction index is favorable.
The present Diploma Work is carried out in the Hotel Complex of Remedios located in the province of Villa Clara. Its general objective is to evaluate the satisfaction of the external customer in the Hotel Complex of Remedies, influencing in a positive way in the decision making process. To carry out the study were used the techniques of personal interview, survey and data processing that allows the registration, measurement, analysis and interpretation of the results. In order to achieve the general objective of the research, it was necessary to establish a theoretical foundation on the quality of service and customer satisfaction. A general characterization was made of the Complex where the research is carried out, and of the results of the survey that is currently applied to measure the satisfaction with the quality of the service perceived by the tourist consumers. The survey redesigned by the author to measure this level of satisfaction is then applied, based on the deficiencies detected, improvements are established to improve the process and the reliability of the results. The main result was obtained with the proposed survey the customer satisfaction index is favorable.
Descripción
Palabras clave
Complejo Hotelero de Remedios, Villa Clara, Turismo, Gestión de Calidad, Satisfacción del Cliente