Evaluación de la calidad del servicio percibida por el cliente externo en el hotel “La Unión” de Cienfuegos
Fecha
2014-07-23
Autores
Guzmán Pimentel, Lorena
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El presente Trabajo de Diploma se realiza en el hotel ¨La Unión¨ situado en la provincia de Cienfuegos, establecimiento que dirige su comercialización hacia el segmento de hombres de negocio y turismo de recorrido, para clientes con nivel de adquisición medio y alto, con circuitos por más de una noche. La investigación tiene como objetivo general evaluar la calidad percibida por los clientes externos en la instalación para la contribución a la mejora continua de los servicios que se prestan y la imagen de esta organización. Las técnicas utilizadas para llevar a cabo el estudio fueron la recopilación de información, tormenta de ideas, observación directa, revisión de documentos relacionados con estas actividades y entrevista con los trabajadores. Para lograr este objetivo general de la investigación fue necesario conformar una fundamentación teórica en la que se abordan diferentes conceptos referidos a la calidad en los servicios y las herramientas más utilizadas para la medición. Se realizó un diagnóstico de la situación actual de la calidad del servicio percibida por el cliente donde se determinaron los principales factores que pudieran estarla afectando y se analizó el método empleado para su evaluación, detectándose un grupo de deficiencias, así como el comportamiento de los índices de satisfacción del segundo semestre del 2013.Seguidamente se aplicó un procedimiento que facilita la aplicación del Servqual como herramienta para medir la calidad percibida del servicio que se presta en el hotel, detectándose que las mayores afectaciones se encuentran ubicadas en la dimensión elementos tangibles, para lo cual se propuso un conjunto de acciones que aseguran la mejora continua de los servicios que se prestan en la entidad.
Diploma's present Work accomplishes at the hotel The Unión itself placed at the province of Cienfuegos, establishment that aims his commercialization at men's segment of business and tourism of journey, for customers with level of half an acquisition and height, with circuits for over a night. The investigation has like general objective to evaluate the perceived quality for the external customers in the installation for the contribution to continuous improvement of the services that are rendered and this organization's image. It was necessary to conform a theoretic foundation in which different concepts referred to the step of quality, the quality in the services, more tools utilized for the measurement, between another aspects are gone aboard in order to achieve this objective. A diagnosis of the present-day situation came true of give it the quality of the service perceived by the customer where they determined the principal factors than be able to be affecting and a group of deficiencies, as well as the behavior examined the method used for his evaluation, detecting itself of index them a procedure that makes easy the application of the Servqual like tool to measure the quality perceived of the service that is rendered at the hotel, detecting that the bigger affectations find located in dimension applied tangible elements itself, for which of satisfaction of the second semester of the 2013. Straightaway you set yourself a set of actions than. They assure the continuous improvement of the services that are rendered at the entity.
Diploma's present Work accomplishes at the hotel The Unión itself placed at the province of Cienfuegos, establishment that aims his commercialization at men's segment of business and tourism of journey, for customers with level of half an acquisition and height, with circuits for over a night. The investigation has like general objective to evaluate the perceived quality for the external customers in the installation for the contribution to continuous improvement of the services that are rendered and this organization's image. It was necessary to conform a theoretic foundation in which different concepts referred to the step of quality, the quality in the services, more tools utilized for the measurement, between another aspects are gone aboard in order to achieve this objective. A diagnosis of the present-day situation came true of give it the quality of the service perceived by the customer where they determined the principal factors than be able to be affecting and a group of deficiencies, as well as the behavior examined the method used for his evaluation, detecting itself of index them a procedure that makes easy the application of the Servqual like tool to measure the quality perceived of the service that is rendered at the hotel, detecting that the bigger affectations find located in dimension applied tangible elements itself, for which of satisfaction of the second semester of the 2013. Straightaway you set yourself a set of actions than. They assure the continuous improvement of the services that are rendered at the entity.
Descripción
Palabras clave
Hotel "La Unión ̈", Cienfuegos, Calidad, Gestión de la Calidad, Calidad de los Servicios, Modelo Servqual, Servicio en Hoteles