Modelos de indicadores turísticos para la evaluación de las hosterías del cantón Piñas.

Abstract

This study, entitled “Tourism Indicator Models for the Evaluation of Inns in Canton Piñas”, seeks to analyze the tourism indicator models to measure customer satisfaction and service quality in the accommodation establishments in the area. To do so, three specific objectives were proposed, each addressed with an appropriate methodological approach. The first objective, to diagnose the current situation of the inns, was carried out through a descriptive approach and a field study, using surveys directed at tourists and interviews with establishment owners. This allowed us to identify deficiencies and strengths in infrastructure, attention and service offerings. The second objective, to analyze the tourism indicators on service quality and customer satisfaction, was addressed through a quantitative and comparative methodology, applying the SERVQUAL and SERVPERF models. SERVQUAL allowed us to evaluate the gap between customer expectations and perceptions in five key dimensions of service, while SERVPERF focused on measuring the actual performance of the establishments. For the third objective, to develop improvement strategies based on the results obtained, an applied method was used, with the application of SWOT matrices and strategic analysis techniques. This allowed the design of proposals focused on technological innovation, sustainability, staff training and diversification of services. The findings showed that, although the inns in Canton Piñas offer an acceptable level of service, there are opportunities for improvement in infrastructure, marketing strategies and customer service.