Estrategia de comunicación y su incidencia en el servicio al cliente del sector hotelero, Manta.

Abstract

The purpose of this research is to analyze communication strategies and their impact on customer service in the hotel sector of the city of Manta. Through a quantitative-qualitative approach research, the data collection consisted of the search for information through documentary analysis, by collecting information obtained in documents related to the problem and object of study; such as books, manuals, theses and monographs, and as secondary sources, articles, reports and expert opinions. Subsequently, a s urvey was carried out on the selected people in a representative sample of the population and determined the method used to collect information on the topics related to the indicators that shape the communication strategies, customer service in relation to the hoteliers of the City of Manta. The data analysis was carried out through applications such as Word, Excel and the SPSS V.26 system, using the Kendall and Spearman correlation coefficients in order to capture, organize and interpret the information collected, which is obtained. a result approximating what indicates a positive relationship between communication strategies and their impact on customer service in the hotel sector of the city of Manta.