Evaluación del nivel de satisfacción de los clientes con la calidad del servicio en el Hotel “Los Caneyes” de Santa Clara
Archivos
Fecha
2017-06-18
Autores
Soto Paz, Laura
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El presente Trabajo de Diploma se realiza en el hotel ¨Los Caneyes¨ situado en la provincia de Villa Clara. Tiene como objetivo general evaluar el nivel de satisfacción del cliente con relación a la calidad del servicio en la instalación. Para llevar a cabo el estudio fueron utilizadas las técnicas de observación, encuesta y técnicas de 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 hotel donde se realiza la investigación, y de los resultados de la encuesta que actualmente se aplica en el hotel para medir la satisfacción con la calidad del servicio. Seguidamente se aplica una nueva encuesta diseñada para medir dicho nivel de satisfacción, comparando los resultados entre ambas encuestas. Como resultado se obtiene una mejor información sobre el estado de la satisfacción del cliente en relación a la calidad del servicio percibido en el hotel, lo que permitió identificar aspectos negativos y posibilitar en mayor medida la toma de decisiones para contribuir a la mejora continua de la calidad de los servicios que se prestan en el hotel y así aumentar el nivel de satisfacción de los clientes.
Diploma's present Work accomplishes at the hotel ¨Los Caneyes¨ itself placed at the province of Villa Clara. It has as general objective to evaluate the level of the client's satisfaction related with the service quality in the installation. To carry out the investigation, were used techniques of observation, the survey and technical of prosecution of data that allows the registration, mensuration, analysis and interpretation of the results. It was necessary conform a theoretical foundation about the service quality and client's satisfaction. It was carried out a general characterization of the hotel where is realized the investigation, and of the results of the survey that at the moment is applied in the hotel to measure the satisfaction with the service quality. Subsequently a new survey is applied designed to measure this level of satisfaction, comparing the results among both surveys. As a result a better information is obtained on the state of the client's satisfaction in relation to the service quality perceived in the hotel, what allowed to identify negative aspects and to facilitate the taking of decisions to contribute to the continuous improvement of the services quality that are lent in the hotel and in this way to increase the level of the clients' satisfaction.
Diploma's present Work accomplishes at the hotel ¨Los Caneyes¨ itself placed at the province of Villa Clara. It has as general objective to evaluate the level of the client's satisfaction related with the service quality in the installation. To carry out the investigation, were used techniques of observation, the survey and technical of prosecution of data that allows the registration, mensuration, analysis and interpretation of the results. It was necessary conform a theoretical foundation about the service quality and client's satisfaction. It was carried out a general characterization of the hotel where is realized the investigation, and of the results of the survey that at the moment is applied in the hotel to measure the satisfaction with the service quality. Subsequently a new survey is applied designed to measure this level of satisfaction, comparing the results among both surveys. As a result a better information is obtained on the state of the client's satisfaction in relation to the service quality perceived in the hotel, what allowed to identify negative aspects and to facilitate the taking of decisions to contribute to the continuous improvement of the services quality that are lent in the hotel and in this way to increase the level of the clients' satisfaction.
Descripción
Palabras clave
Satisfacción del Cliente, Calidad del Servicio