Grado de satisfacción en la calidad al servicio y atención al cliente de hostería El Chozón.

Abstract

Today, the competitiveness of the accommodation sector is determined by the percentage of satisfied customers it presents, adding to this the importance of providing a quality service that seeks to exceed customer expectations and that is not based solely on satisfying a need. , always keeping in mind that the customer's loyalty with the company will depend on it and that a positive image of it is taken. It is essential to understand about the quality and service in customer service to ensure its competitiveness in the market, however, it should be emphasized that today we find a large number of customers dissatisfied mainly with the services offered. The measurement of satisfaction not only allows to know how pleased the customer is with the service or product they receive, but it also infers in the identification of habitual and potential problems of the organization and prevents them from becoming threats, especially if it is of services of which they have a large intangible component and for which the first impression that is made on the client is vital for their satisfaction. It must be considered that with the measurement of guest satisfaction the company will be able to know the level of enjoyment that the client obtained during their stay, thus obtaining that guests make a word of mouth communication, generating publicity thanks to the good reference of their experiences and perceptions to those in your circles of friends. In this sense, this document is entitled: DEGREE OF SATISFACTION IN THE QUALITY OF SERVICE AND CUSTOMER ATTENTION OF HOSTERIA EL CHOZON; The general objective is to elaborate a diagnosis of the quality of attention and customer service of Hostería El Chozón, the methodology used is descriptive which will help to analyze the degree of customer satisfaction and among the research techniques used are interviews and surveys. The results allowed to know the changes that the inn must implement in regard to its customers and employees, such as improving the skills of employees to provide more personalized customer service and also the lack of a manual that allows them to know the activities that are carried out in the different work areas. Subsequently, an integrative proposal is prepared that consists of the design of a plan to improve customer care and service, through the implementation of strategies in internal and external customers to achieve quality services and in order to obtain satisfaction from the people who They visit the establishment and create a working environment with optimal conditions for the daily activities of the hostels to take place and thus become a benchmark for accommodation companies. It is concluded that workers must be trained and provided with a manual of procedures so that they recognize and can carry out their activities correctly and appropriately and ensure that the client is satisfied with the care received, in addition to having the biosecurity measures for protect the health of all the people who are in the inn.