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...

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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
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http://purl.org/coar/access_right/c_abf2
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network_acronym_str REPOUNORT2
network_name_str Repositorio Uninorte
repository_id_str
spelling Álvaro Enrique Santamaría EscobarSucre2013-08-31T23:15:25Z2013-08-31T23:15:25Z2011-12-16http://rcientificas.uninorte.edu.co/index.php/pensamiento/article/view/3667http://hdl.handle.net/10584/4896The 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.El objetivo de este artículo es proponer un proceso de mejoramientodel marketing de servicios en el sector hotelero de Santiago de Tolú,Sucre. El estudio, de carácter descriptivo, adoptó el modelo sobre lasbrechas en la calidad del servicio propuesto por Parasuraman, Zeithamly Berry, el cual se basa en la diferencia que existe entre las expectativas ylas percepciones del cliente. Con ayuda de la Matriz de Inteligencia Hotelera(MIH), la cual orientó la recolección y análisis de la información, seidentificaron las principales brechas que existen en el servicio hotelero, yse mostró que el mayor déficit se encuentra en aspectos como seguridadindustrial, relaciones públicas y publicidad.Finalmente, la investigación permitió proponer acciones y estrategiaspara mejorar la calidad en la prestación del servicio hotelero y aumentar elpromedio de ocupación durante todo el año.application/pdfspaRevista científica Pensamiento y GestiónRevista científica Pensamiento y Gestión; No 31: Jul-Dic 2011instname:Universidad del Nortereponame:Repositorio Digital de la Universidad del NorteHotel Intelligence Matrix. A proposal for improving the quality of hotel servicesMatriz de Inteligencia Hotelera-MIH. Una propuesta para el mejoramiento de la calidad en la prestación del servicio hotelero.articlepublishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/resource_type/c_6501http://purl.org/coar/access_right/c_abf210584/4896oai:172.16.14.36:10584/48962015-10-07 01:49:58.488Repositorio Digital de la Universidad del Nortemauribe@uninorte.edu.co
dc.title.none.fl_str_mv Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
Matriz de Inteligencia Hotelera-MIH. Una propuesta para el mejoramiento de la calidad en la prestación del servicio hotelero.
title Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
spellingShingle Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
title_short Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
title_full Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
title_fullStr Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
title_full_unstemmed Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
title_sort Hotel Intelligence Matrix. A proposal for improving the quality of hotel services
dc.creator.fl_str_mv Álvaro Enrique Santamaría Escobar
dc.contributor.author.none.fl_str_mv Álvaro Enrique Santamaría Escobar
description 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.
publishDate 2011
dc.date.issued.none.fl_str_mv 2011-12-16
dc.date.accessioned.none.fl_str_mv 2013-08-31T23:15:25Z
dc.date.available.none.fl_str_mv 2013-08-31T23:15:25Z
dc.type.none.fl_str_mv article
dc.type.coarversion.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_6501
dc.type.hasVersion.none.fl_str_mv publishedVersion
dc.identifier.other.none.fl_str_mv http://rcientificas.uninorte.edu.co/index.php/pensamiento/article/view/3667
dc.identifier.uri.none.fl_str_mv http://hdl.handle.net/10584/4896
url http://rcientificas.uninorte.edu.co/index.php/pensamiento/article/view/3667
http://hdl.handle.net/10584/4896
dc.language.iso.none.fl_str_mv spa
language spa
dc.relation.ispartof.none.fl_str_mv Revista científica Pensamiento y Gestión; No 31: Jul-Dic 2011
dc.rights.coar.fl_str_mv http://purl.org/coar/access_right/c_abf2
rights_invalid_str_mv http://purl.org/coar/access_right/c_abf2
dc.format.none.fl_str_mv application/pdf
dc.coverage.spatial.none.fl_str_mv Sucre
dc.publisher.none.fl_str_mv Revista científica Pensamiento y Gestión
publisher.none.fl_str_mv Revista científica Pensamiento y Gestión
dc.source.none.fl_str_mv instname:Universidad del Norte
reponame:Repositorio Digital de la Universidad del Norte
instname_str Universidad del Norte
institution Universidad del Norte
reponame_str Repositorio Digital de la Universidad del Norte
collection Repositorio Digital de la Universidad del Norte
repository.name.fl_str_mv Repositorio Digital de la Universidad del Norte
repository.mail.fl_str_mv mauribe@uninorte.edu.co
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