Análisis de la calidad del servicio en el Hotel Punta del Mar, mediante el modelo Servqual

Abstract

This research aims to analyze the quality of services at the Hotel Punta del Mar by applying the Servqual model, which measures the expectations and perceptions of the study sample. The methodology of this research is through a quantitative approach, in addition to the use of the tool of two questionnaires focused on the external and internal client. As a result, it was obtained that the level of quality within the organization presents a negative gap in a great extense, while the guest exposes a positive gap in the quality of service. In conclusion, the current state of the organization indicates that there is a minimum quality index, demonstrating that it is not possible to completely overcome the perception of the expectation formed by both internal and external customers during their transition in the facilities of the hotel studied. Finally, a matrix of recommendations for consideration is provided to the research in order to improve the service of the establishment in the areas having shortcomings. Keywords: Servqual model, quality, service, gap, customer.