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Calidad percibida por los clientes en el Complejo turístico Mayae Club, Cantón Montalvo
| dc.contributor.advisor | Olaya Reyes, Johanna Alejandra | |
| dc.contributor.author | Naranjo Barco, Soany Nicole | |
| dc.date.accessioned | 2022-12-13T17:48:06Z | |
| dc.date.available | 2022-12-13T17:48:06Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/13464 | |
| dc.description | This case study aims to answer the question: What is the perception of customers about the quality of service at the Mayae Club Tourist Complex? its main objective is to evaluate the quality perceived by customers in the establishment in order to know the level of satisfaction, through descriptive research, using a mixed method, with a convenience survey through a google survey form 100 people. The SERVQUAL Model was applied with the five dimensions such as reliability, security, tangible elements, responsiveness and empathy, adapting the 22 items, and using the Likert scale from 1-7 to assess their perception. As part of the results in the total assessment of the application of the surveys, 78% of the perception of the clients was obtained. Regarding the interview with the owner of the establishment, she disclosed her perception of quality. When reviewing the comparison of the opinion of the client versus the opinion of the owner, notorious differences could be found, which allowed making some recommendations to improve this aspect, such as carrying out a load capacity study, hiring employees in relation to the maximum number of people who allows the capacity of the establishment. | es_ES |
| dc.description | This case study aims to answer the question: What is the perception of customers about the quality of service at the Mayae Club Tourist Complex? its main objective is to evaluate the quality perceived by customers in the establishment in order to know the level of satisfaction, through descriptive research, using a mixed method, with a convenience survey through a google survey form 100 people. The SERVQUAL Model was applied with the five dimensions such as reliability, security, tangible elements, responsiveness and empathy, adapting the 22 items, and using the Likert scale from 1-7 to assess their perception. As part of the results in the total assessment of the application of the surveys, 78% of the perception of the clients was obtained. Regarding the interview with the owner of the establishment, she disclosed her perception of quality. When reviewing the comparison of the opinion of the client versus the opinion of the owner, notorious differences could be found, which allowed making some recommendations to improve this aspect, such as carrying out a load capacity study, hiring employees in relation to the maximum number of people who allows the capacity of the establishment. | es_ES |
| dc.description.abstract | Este estudio de caso tiene como finalidad dar respuesta a la pregunta ¿Cuál es la percepción de los clientes sobre la calidad del servicio en el Complejo turístico Mayae Club? su objetivo principal es valorar la calidad percibida por los clientes en el establecimiento con el fin de conocer el nivel de satisfacción, mediante la investigación descriptiva, utilizando un método mixto, con un muestreo por conveniencia a través de una encuesta en google forms a 100 personas hay se aplicó el Modelo SERVQUAL con las cinco dimensiones como son fiabilidad, seguridad, elementos tangibles, capacidad de respuesta y empatía, y adaptando sus 22 ítems, usando la escala de Likert del 1-7 para poder evaluar su percepción. Como parte de los resultados en la valoración total de la aplicación de las encuestas se obtuvo un 78% de la percepción de los clientes. Con respecto a la entrevista a la propietaria del establecimiento dio a conocer su percepción de la calidad. Al revisar la comparación de la opinión del cliente versus la opinión de la propietaria se pudo encontrar notorias diferencias, lo cual permitió realizar algunas recomendaciones para mejorar este aspecto como: hacer un estudio de capacidad de carga, contratar empleados en relación al número máximo de personas que permite la capacidad del establecimiento. | es_ES |
| dc.format.extent | 47 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2022 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Calidad del servicio | es_ES |
| dc.subject | Calidad turística | es_ES |
| dc.subject | Complejo turístico | es_ES |
| dc.subject | Modelos de evaluación | es_ES |
| dc.title | Calidad percibida por los clientes en el Complejo turístico Mayae Club, Cantón Montalvo | es_ES |
| dc.type | bachelorThesis | es_ES |
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