Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
The object of this work is to propose a process of improving themarketing of services in the hotel sector in Santiago de Tolu, Sucre. Thestudy, descriptive, adopted the model of the gaps in service quality proposedby Parasuraman, Zeithaml and Berry, which is based on the differencebetween expectatio...
- Autores:
-
Álvaro Enrique Santamaría Escobar
- Tipo de recurso:
- Fecha de publicación:
- 2011
- Institución:
- Universidad del Norte
- Repositorio:
- Repositorio Uninorte
- Idioma:
- spa
- OAI Identifier:
- oai:manglar.uninorte.edu.co:10584/4896
- Acceso en línea:
- http://rcientificas.uninorte.edu.co/index.php/pensamiento/article/view/3667
http://hdl.handle.net/10584/4896
- Palabra clave:
- Rights
- License
- http://purl.org/coar/access_right/c_abf2
| Summary: | The object of this work is to propose a process of improving themarketing of services in the hotel sector in Santiago de Tolu, Sucre. Thestudy, descriptive, adopted the model of the gaps in service quality proposedby Parasuraman, Zeithaml and Berry, which is based on the differencebetween expectations and customer perceptions. Using the MatrixIntelligenceMIH hotel, which was used to collect and analyze information,identified the main gaps in the hotel service, showing that thegreatest deficit in aspects such as industrial safety, public relations andadvertising.Finally, the research allowed proposing actions and strategies to improvethe quality of hotel service delivery and thereby increase the average occupancyrate throughout the year. |
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