Mejoramiento de la calidad en el servicio y atención al cliente en la Quinta Aidita, Guano provincia de Chimborazo 2014

Abstract

The aim of the research is to develop the improvement of service quality and customer service at Hosteria Quinta Aidita in Guano, Chimborazo Province. The research was conducted framed the guidelines of the scientific method which is based on the following technique: a survey for staff working in the establishment and a second customer survey of the inn. After tabulation, analysis and interpretation of data, which results in the need to develop strategies for improving quality and customer service in the inn were obtained. The development of the proposed strategies is to look for high-quality service, in order to satisfy customer needs. It focuses broadly on how the worker must handle different service processes, how the Inn should evolve towards technological trend and the correct care based on clearly identified procedures. It focuses broadly on how the worker must handle different service processes, how the facility should evolve towards technological trend and the correct care based on clearly identified procedures. In conclusion there is the necessity of improving the quality of customer service, specifically in the areas of rooms such as the restaurant and recreational spaces. It is recommended to apply the proposed strategies, mainly the improvement in service delivery manual, in which the functions, procedures and standards are described for the inn development.