Análisis del hotel Bella del Mar basado en el modelo servqual.

Abstract

El presente informe resume la investigación desarrollada durante 4 meses en la zona rural turística del Distrito de Buenaventura, con la finalidad de analizar el comportamiento de los turistas dentro de las instalaciones del Hotel Bella Del Mar, que los motiva a hospedarse allí, comprender sus gustos y expectativas con el fin de mejorar la percepción del hotel llevando a cabo el modelo SERVQUAL, cuya herramienta será de gran ayuda para llevar a cabo este análisis ya que tiene estas cinco dimensiones, fiabilidad, seguridad, elementos tangibles, empatía y capacidad de respuesta, de acuerdo con este modelo daremos relevancia a la percepción del hotel de este modo sobrepasando las expectativas de los clientes

This report summarizes the research developed for 4 months in the rural tourist area of the Buenaventura District, in order to analyze the behavior of tourists within the facilities of the Bella Del Mar Hotel, which motivates them to stay there, understand their tastes and expectations in order to improve the perception of the hotel by carrying out the SERVQUAL model, whose tool will be of great help to carry out this analysis since it has these five dimensions, reliability, security, tangible elements, empathy and responsiveness, according to this model we will give relevance to the Perception of the hotel in this way exceeding the expectations of customers that lately have become a primary focus for the industry not only tourism, whether commercial, industrial, etc. It is important to carry out analyzes since they determine the quality and level of customer satisfaction.