Evaluation, classification and categorization of tourist accommodation for customer satisfaction: Puerto López case

Abstract

The purpose of this research is the evaluation, classification and categorization of tourist accommodations as a contribution to improving customer satisfaction in the Puerto López destination. The type of research used was a non-experimental design of a descriptive -exploratory nature. The methods used were; analytical-synthetic and inductive-deductive. The study addresses three phases, first, a diagnosis of the hotel sector, where sixty-seven establishments divided into types of hotels in Ecuador were identified, with the research focusing on four establishments. The second phase involves the evaluation, categorization and classification of accommodation establishments, and the third, the evaluation of customer satisfaction, through the application of surveys based on the SERQUAL model, identifying perceptions that are below expectations, demonstrating the poor quality of service. An improvement proposal was designed, with five strategies that led to the design of the programming, structured with four strategic axes as programs that compile thirty-one projects, as well as their respective indicators and those responsible