Citas bibligráficas
Nuñez, A., (2023). Aplicación del modelo SERVQUAL para evaluar la calidad del servicio de la empresa San Francisco Cusco Hotel, 2021 [Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/6003
Nuñez, A., Aplicación del modelo SERVQUAL para evaluar la calidad del servicio de la empresa San Francisco Cusco Hotel, 2021 []. PE: Universidad Andina del Cusco; 2023. https://hdl.handle.net/20.500.12557/6003
@misc{renati/18558,
title = "Aplicación del modelo SERVQUAL para evaluar la calidad del servicio de la empresa San Francisco Cusco Hotel, 2021",
author = "Nuñez Paz, Alexander",
publisher = "Universidad Andina del Cusco",
year = "2023"
}
Hotel companies, today, are increasingly committed to providing high quality standards in their services, using this attribute as a powerful differentiator to survive and compete in a continuously more aggressive market with more demanding customers. The level of service quality was determined by the experience of the guests of their perceptions versus their expectations, it is for this reason that the objective of this thesis became important, which consisted in making a diagnosis of the level of quality of service provided. by the company San Francisco Cusco Hotel, through the adaptation of the SERVQUAL model to the hotel sector to later be applied to the company's guests and to be able to determine, according to the deficiencies collected, a set of attacks that allow the levels of service quality achieved to be exceeded. To this end, the methodology used was of an applied – transversal type, of a descriptive - propositive level and of a non-experimental design. The present study was applied to a population sample of 353 users of the service, this sample being determined as an object of study in which the SERVQUAL model was applied to measure the quality of the service of the company San Francisco Cusco Hotel. The achievement of the main objective was obtained as a result, by determining the level of service quality with a value of -0.517, with an average valuation of perceptions of 3.53 and expectations of 4.047, both averages being within the range " according to the Likert scale, the level of service quality of the five dimensions that make up the SERVQUAL model will also be extended, in which it will be modified to establish that in no dimension did the perceptions exceed expectations, thus being the most critical of Reliability and Response Capacity, while with better results the dimensions of Tangible Elements, Empathy and Security were found, a diagnosis that allowed the establishment of intervention measures in human processes, techno-structural, human resources management, strategic and of the half. Finally, the conclusions and recommendations that were reached as a result of the work are presented.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons