Diseño de estrategias de marketing de servicio para el hostal spondylus año 2019
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2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Después del terremoto que soportó la Provincia de Manabí en el 2016, ha tenido que pasar más de 15 meses para que el turismo especialmente en la ciudad de Bahía de Caráquez, se vaya recuperando, y los turistas poco a poco aparezcan por las playas de esta parte de la provincia. El temor en la población se ha disipado, ahora queda reactivar este sector comercial, por lo cual es urgente evaluar la gestión desarrollada por los prestadores de servicios hoteleros, en cuanto a la atención, tiempo de espera, respuestas a las solicitudes u objeciones que el cliente presente tanto en el área administrativa como de servicio. Para realizar el presente estudio, se utilizará el método descriptivo, que consiste en recopilar la mayor cantidad de información para describir una situación en particular, se tomará como referencia el modelo SERVQUAL, el cual tiene como principios fundamentales el evaluar: la Tangibilidad, fiabilidad, seguridad, empatía, capacidad de respuesta. Los análisis realizados dieron como resultados deficiencias en la imagen de las instalaciones para la percepción, el personal que atiende no da solución inmediata a los problemas presentados, tomando mucho tiempo de espera sin llegar a soluciones concretas, para lo cual se propone incrementar equipos de tecnología de punta para la comunicación interna y externa para mejorar el servicio de atención al cliente, capacitación al personal para resolver en el menor tiempo posible los inconvenientes que el huésped tenga.
After the earthquake he endured the province of Manabí in 2016, it has had to spend more than 15 months that tourism especially in the city of Bahia de Caráquez, go recovering, and tourists gradually appear along the beaches of this part of the province. The fear in the population has dissipated, now revive this commercial sector, so it is urgent to assess management developed by providers of hotel services, in terms of attention, time waiting, and responses to requests or objections that present both in administrative and service customer. For the present study, the descriptive method, which consists of collecting as much information to describe a situation in particular is used, it shall refer to the SERVQUAL model, which has the fundamental principles the evaluate: the tangibility, reliability, safety, empathy and responsiveness. Analyses gave results as deficiencies in the image of the installations for the perception, staff serving does not give immediate solution to the problems presented, taking long time waiting without reaching solutions concrete, for which intends to increase teams of technology for internal and external communication to improve customer service, staff training to resolve the problems that the guest has in the shortest possible time.
After the earthquake he endured the province of Manabí in 2016, it has had to spend more than 15 months that tourism especially in the city of Bahia de Caráquez, go recovering, and tourists gradually appear along the beaches of this part of the province. The fear in the population has dissipated, now revive this commercial sector, so it is urgent to assess management developed by providers of hotel services, in terms of attention, time waiting, and responses to requests or objections that present both in administrative and service customer. For the present study, the descriptive method, which consists of collecting as much information to describe a situation in particular is used, it shall refer to the SERVQUAL model, which has the fundamental principles the evaluate: the tangibility, reliability, safety, empathy and responsiveness. Analyses gave results as deficiencies in the image of the installations for the perception, staff serving does not give immediate solution to the problems presented, taking long time waiting without reaching solutions concrete, for which intends to increase teams of technology for internal and external communication to improve customer service, staff training to resolve the problems that the guest has in the shortest possible time.
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SERVICIO AL CLIENTE, SERVQUAL, SATISFACCIÓN, CALIDAD