La calidad de servicio en hoteles de 3 y 4 estrellas del cantón Manta.

Abstract

This project evaluates the service quality of three- and four-star hotels in the canton of Manta, a place where the breeze mixes with tourism for tourists seeking unforgettable adventures in every sense. Like a sailor on the star, the hotel must be guided by the wishes of the guests, the little lights that show how to achieve total satisf action. The main objective of this study is to identify areas of improvementthat allow these hotels to not only meet but exceed the expectations of the guests so that each stay is memorable and satisfactory. For this reason, the research was carried out based on the voice of the guests by surveying a sample of 242 participants who shared their opinions on different aspects of the hotel experience. These points range from the quality of the equipment. which must guarantee comfort and performance, to the efficiency of the staff, which must inspire confidence in the midst of uncertainty. Other important factors were also considered, such as maintaining schedules and being able to provide personalized attention based on the needs of each guest. Each area, like a piece of a puzzle, creates a complete picture of the service received by the guest. The results provided accurate information about the hotel.