bachelorThesis
Análisis de la calidad de los servicios en el área de recepción y ama de llaves de la Cadena Hotelera JMV Group basado en el modelo Servqual: caso Hotel Santa Ana Spa y Hotel Santiago de Compostela en Cuenca
Fecha
2022-07-28Autor
Guamán Yanza, Cecilia Elizabeth
Illescas Bueno, Rommel Fernando
Institución
Resumen
The hotel industry provides a wide range of services such as lodging, food and
other complementary or additional services. At present, quality management has
become a necessary condition for any strategy aimed at the service industry. The
constant increase in consumer demand level is the main cause that makes quality
a determining factor for competitiveness. The present intervention project that is
proposed aims to analyze the quality of services in the Reception and
Housekeeper Area of the JMV Group Hotel Chain, case Hotel Spa Santa Ana and
Hotel Boutique Santiago de Compostella Executive in Cuenca based on the
Servqual model, which allows the measurement of expectations and perceptions
of guests. This tool allows to know the gaps of the service and increase the quality
of the hosting services, as a differentiating and significant element.
For the elaboration of this intervention work, surveys were used to a sample of
external clients of the studied establishments, using the Servqual model, and also
interviews with internal customers. The results reflect that in both the Hotel Spa
Santa Ana and Hotel Boutique Santiago de Compostella Executive, there are gaps
in the service in four dimensions: tangible elements, reliability, responsiveness and
empathy, as established by the Servqual model, so there are failures in the service
in the Reception and Housekeeper Area. Finally, based on the shortcomings
detected, a comprehensive improvement plan is proposed for the processes in the
two hotels, aimed at strengthening the quality of service.
Keywords: Servqual model, quality of service, expectation, perception, dimension,
customer.