Gestión integral de la calidad de los servicios en las empresas hoteleras de la parroquia Santa Marianita en el cantón Manta, 2021.

Abstract

The purpose of this research work was to analyze the importance of applying Comprehensive Quality Management in hotel companies in the parish of Santa Marianita in the province of Manabí, for which the experiences of the general public on satisfaction were taken as a basis. of the services or products offered during the stay of the facilities of the hotel establishments or holiday accommodation houses, as part of the field research. The research applied was descriptive in the field; using the survey technique by collecting statistical information, measuring customer satisfaction; and the technique of the interview carried out with the owners of the hotel companies to verify if they execute with precision the internal processes through a system of quality of services; and the tool used was directed to Google Drive and Microsoft Excel to process and tabulate the data obtained from the investigation. It is concluded that it is pertinent to take into account the contribution of this work, as a support to make decisions according to the processes implemented in favor of hotel establishments, being one of the tourist areas most visited by foreign or national tourists, positioning in a certain way the quality of the services provided internally and externally.