Propuesta de modelo de brecha de servicios para hosterías del cantón Salinas, provincia de Santa Elena.

Abstract

The objective of this project is to propose a service gap model for the inns of the Salinas canton, province of Santa Elena, to improve the services offered by the establishments, demonstrating the needs of the guests and finding the factors that do not allow good communication between the owner of the establishment and its employees, also identifying factors that influence customer satisfaction, recognizing the elements of choice of hotel service and through an analysis of the expectations of national and foreign guests who visit these hostels, presents a gap model; Based on the beginnings of the Servqual model, it was possible to obtain four gaps in which the owners of the establishments pay attention to their errors and reduce the problem, between the expectations of the client and the perception of what the owner of the hostels thinks the client wants, also between what the owner thinks he transmits to his employees and what they receive, also the owners of the establishments will be able to increase benefits such as the communication to their clients about the hostels that will be very productive for the hostels.