Bibliographic citations
Midolo, P., (2025). Propuesta para mejorar la satisfacción del cliente en un Hotel Boutique en Lunahuaná - Cañete [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/684101
Midolo, P., Propuesta para mejorar la satisfacción del cliente en un Hotel Boutique en Lunahuaná - Cañete [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/684101
@misc{renati/1709147,
title = "Propuesta para mejorar la satisfacción del cliente en un Hotel Boutique en Lunahuaná - Cañete",
author = "Midolo Chanllio, Piero Augusto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
The present research titled "Proposal to improve customer satisfaction in a Boutique Hotel in Lunahuana – Cañete" was developed with the aim of finding the most viable and suitable solution for the identified problematic situation. For the identification of the problem, various methods were used, such as observation, development of cause-effect diagrams, interviews with staff, and evaluation of satisfaction results provided by the company. This made it possible to identify critical issues related to the availability of supplies for dish preparation and delays in customer service, both of which influence the quality of service and negatively affect customer satisfaction. After the situational analysis of the company, three alternative solutions were proposed for evaluation and selection, with Alternative No. 1 standing out, which consists of hiring staff and reorganizing the kitchen area. The choice of this alternative is based on a detailed evaluation of criteria such as feasibility, organizational impact, costs, deadlines, and resources. The results of the weighted advantages and disadvantages matrix show that this option offers significant resource optimization, improved service quality, greater control and flexibility, as well as opportunities for internal talent development. The administrative implications include human resources management, organizational restructuring, and investment in adequate equipment. It is concluded that Alternative No. 1 not only improves operational efficiency and customer satisfaction but also contributes to the hotel's long-term sustainability and growth.
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