Evaluación de los niveles de satisfacción de los clientes y propuesta de mejoramiento del servicio que oferta Hotel “El Cisne”, en la ciudad de Riobamba, provincia de Chimborazo

Abstract

The “Evaluation of the level of customer satisfaction and improvement proposal of the service offered by "El Cisne" hotel, in Riobamba city, Chimborazo province”, was developed with the objective to contribute with the improvement of the service process for the welfare of the community. The quality management model was SERVPERF (Service Performance), by using the Perceptions Questionnaire instrument applied to the customers, opportunities for improvement in the five dimensions of quality service were detected and evaluated, and these are tangibility, reliability, response capacity, empathy, and security. The results showed that the level of satisfaction of the customers of this enterprise is medium high since the majority of clients indicate acceptance; nevertheless, it is necessary to make the pertinent improvements to reach a high level of satisfaction. The improvement proposal has five strategies based on the following specific areas: infrastructure, social immersion, improvement in the personnel performance, visitants control records, and improvement in the procedures management of the hotel staff, which guarantees satisfaction and loyalty from the client to the enterprise, in this way the hotel image is strengthened. It is recommended to carry out a continuous management improvement in the provided services, by taking as a baseline the presented proposals, and thus encouraging the participations and involvement of all the employees of the company, so that they could understand the importance of offering a high quality service which ends up in the customers’ satisfaction.