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Cultura de calidad en el sector hotelero de la ciudad de Babahoyo
| dc.contributor.advisor | Olaya Reyes, Johana Alejandra | |
| dc.contributor.author | Paredes Garces, Odalys Nayeli | |
| dc.date.accessioned | 2023-12-15T21:23:40Z | |
| dc.date.available | 2023-12-15T21:23:40Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/15543 | |
| dc.description | The purpose of this case study is to answer the question: What is the culture of quality in the services offered by the hotel sector in the city of Babahoyo? with the main objective of determining the existence of quality culture in the hotel sector of the city of Babahoyo through descriptive research, with a mixed approach, by applying interviews to owners and employees with 17 open questions related to the 3 dimensions of the HOTELQUAL model (staff, facilities and organization), in the same way the survey was applied to clients in the hotel sector, selecting 20 guests according to a type of convenience sampling, using the Likert scale of 1-5 in order to evaluate their perception, to finally compare satisfaction levels with the perspectives of employees and owners. It was obtained as a result of the customer's perception that 70% of the guests surveyed agree with the size of the staff, in terms of the dimensions of facilities and organization, around 60% disagree on aspects such as equipment, cleanliness. of common areas, room comfort, problem resolution and compliance with the conditions agreed in advance. According to the perception of the hotel owners and employees, they mention that they strongly agree with the existing quality culture, so when making the comparison with the opinion of the guests, notable differences were found; in short, a difference is evident. very poor-quality culture in the hotel sector of the city of Babahoyo, which allowed some recommendations to be made to improve the services offered. | es_ES |
| dc.description | The purpose of this case study is to answer the question: What is the culture of quality in the services offered by the hotel sector in the city of Babahoyo? with the main objective of determining the existence of quality culture in the hotel sector of the city of Babahoyo through descriptive research, with a mixed approach, by applying interviews to owners and employees with 17 open questions related to the 3 dimensions of the HOTELQUAL model (staff, facilities and organization), in the same way the survey was applied to clients in the hotel sector, selecting 20 guests according to a type of convenience sampling, using the Likert scale of 1-5 in order to evaluate their perception, to finally compare satisfaction levels with the perspectives of employees and owners. It was obtained as a result of the customer's perception that 70% of the guests surveyed agree with the size of the staff, in terms of the dimensions of facilities and organization, around 60% disagree on aspects such as equipment, cleanliness. of common areas, room comfort, problem resolution and compliance with the conditions agreed in advance. According to the perception of the hotel owners and employees, they mention that they strongly agree with the existing quality culture, so when making the comparison with the opinion of the guests, notable differences were found; in short, a difference is evident. very poor-quality culture in the hotel sector of the city of Babahoyo, which allowed some recommendations to be made to improve the services offered. | es_ES |
| dc.description.abstract | El presente estudio de caso tiene la finalidad de responder a la pregunta ¿Cuál es la cultura de calidad en los servicios ofertados por el sector hotelero de la ciudad de Babahoyo? con el objetivo de determinar la cultura de calidad en el sector hotelero de la ciudad de Babahoyo mediante la investigación descriptiva, con un enfoque mixto, mediante la aplicación de entrevistas a propietarios y empleados con 17 preguntas abiertas relacionadas a las 3 dimensiones del modelo HOTELQUAL (personal, instalaciones y organización). Del mismo modo se aplicó la encuesta a clientes del sector hotelero, seleccionando 20 huéspedes con un tipo de muestreo por conveniencia, utilizando la escala de Likert del 1-5 a fin de evaluar su percepción, para comparar los niveles de satisfacción con las perspectivas de los empleados y propietarios. Se obtuvo como resultado de la percepción del cliente que el 70% de los huéspedes se encuentran de acuerdo con la dimensión del personal, en cuanto a las dimensiones de instalaciones y organización el 60% están en desacuerdo en aspectos como el equipamiento, limpieza de áreas comunes, comodidad de habitaciones, resolución de problemas y cumplimiento de las condiciones acordadas. Según la percepción de los propietarios y empleados de hoteles, mencionan que están muy de acuerdo con la cultura de calidad existente, por lo que, al realizar la comparación con la opinión de los huéspedes se pudo encontrar notorias diferencias. En síntesis, se evidencia una cultura de calidad deficiente en el sector hotelero de la ciudad de Babahoyo, lo cual permitió realizar algunas recomendaciones para la mejorar de los servicios. | es_ES |
| dc.format.extent | 50 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2023 | 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 de servicios | es_ES |
| dc.subject | Cultura de calidad | es_ES |
| dc.subject | Modelo HOTELQUAL | es_ES |
| dc.subject | Percepción de calidad | es_ES |
| dc.title | Cultura de calidad en el sector hotelero de la ciudad de Babahoyo | es_ES |
| dc.type | bachelorThesis | es_ES |
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