Análisis de la calidad de los servicios del Hotel Sol de Oriente para el diseño de un plan de gestión de calidad.
Fecha
2019
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Universidad de Guayaquil: Facultad de Comunicación Social
Resumen
El propósito principal de este trabajo de investigación es Analizar la calidad de los servicios del hotel Sol de Oriente para el diseño de un plan de gestión de calidad. El estudio tuvo el soporte de dos encuestas, una para los colaboradores con 7 preguntas, y otro para los clientes con 22 preguntas, una entrevista de 7 preguntas realizada al administrador del hotel Sol de Oriente y una ficha de observación con determinadas variables que ayudaron a identificar la percepción de los servicios que oferta este establecimiento. La metodología empleada fue inductivo – deductivo y descriptiva, que mediante la elaboración de las encuestas, entrevistas y fichas de observación se obtendrán los resultados, los cuales serán procesados para elaborar las estadísticas pertinentes, para luego tomar las decisiones acordes al desarrollo de la investigación. La población es conformada por 2935 huéspedes, ya que a partir de ello se llegó a la obtención de una muestra de 345. A raíz de este estudio se propuso el diseño Elaborar un plan gestión de calidad para potencializar el nivel de desempeño laboral y consecuentemente incrementar la calidad del servicio en el Hotel “Sol de Oriente”, así como el turismo en la ciudad de Guayaquil.
The aim of this research is to analyze the quality of the services of the hotel “Sol de Oriente” in order to design a quality management plan. The study was supported by two surveys, one for the employees that has 7 questions, and the other survey for the clients, which has 22 questions, and 7-question interview with the hotel Sol de Oriente manager and an observation sheet with certain variables that helped identify the perception of the services offered by this establishment. The methodology used was inductive- deductive and descriptive, that through the elaboration of the surveys, interviews and observation sheets, the results will be obtained, which will be processed to elaborate the relevant statistics, and then make the decisions according to the development of the research. The selected population was made up of 2935 guests, getting a sample of 345. Following this study, the design of a quality management plan was proposed to potentiate the level of work performance and consequently increase the quality of the service at the Hotel “Sol de Oriente”, as well as tourism in the city of Guayaquil.
The aim of this research is to analyze the quality of the services of the hotel “Sol de Oriente” in order to design a quality management plan. The study was supported by two surveys, one for the employees that has 7 questions, and the other survey for the clients, which has 22 questions, and 7-question interview with the hotel Sol de Oriente manager and an observation sheet with certain variables that helped identify the perception of the services offered by this establishment. The methodology used was inductive- deductive and descriptive, that through the elaboration of the surveys, interviews and observation sheets, the results will be obtained, which will be processed to elaborate the relevant statistics, and then make the decisions according to the development of the research. The selected population was made up of 2935 guests, getting a sample of 345. Following this study, the design of a quality management plan was proposed to potentiate the level of work performance and consequently increase the quality of the service at the Hotel “Sol de Oriente”, as well as tourism in the city of Guayaquil.
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TURISMO SOSTENIBLE, ESTRATEGIAS DE MEJORAS, ACTIVIDADES RECREATIVAS
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