Análisis de la calidad de servicio en el establecimiento hotelero REEC mediante el modelo servqual.

Abstract

The hotel industry is one of the sectors that contributes most to the socio-economic development of the country. Working on the quality of service is essential, as its success is measured through the satisfaction obtained by the guest or client on fulfilling their expectations with regard to the service that has been provided. It is complex for a hotel to make the intangible tangible because it does not offer goods but services, however, there are strategies that allow measuring the quality of the services together with the participation of human talent and technology, having trained personnel and the necessary resources will project the company to the fulfilment of its objectives. For this reason, an in-depth analysis of bibliographical research has been carried out to identify the importance of quality in hotel services and the measurement of quality in the Hotel REEC in the city of Machala, through bibliographical research with a qualitative-quantitative approach, and the use of techniques such as data collection, surveys based on the SERVQUAL model and an observation sheet of the study area.