Propuesta de plan de mejora de calidad del servicio de alojamiento de la hostería La Casa Del Sombrero localizada en la comuna Atravezado – Libertador Bolívar, parroquia Manglaralto, cantón y provincia de Santa Elena.

Abstract

La Casa Del Sombrero is a Lodge, it is located in the Comuna Atravezado - Libertador Bolívar, km 52th of the Spondylus Route; its operation is legalized in the Tourism Ministry - MINTUR and the Santa Elena City´s tourism company - EMUTURISMO from the year 2016, however, since then, it has worked without having a quality plan of the accommodation service where all the activities can favor or increase the satisfaction of its guests in the period they are staying in this place. Due to this, in this work the Descriptive research with a Mixed approach and the Servqual model have been applied to know the guest's own perception and awareness of the service that is delivered, through direct observation of the competition, and surveys performed to those who receive this service directly; This information was complemented with interviews with the Technical Director of Emuturismo, Lcdo. Jefferson Tigrero; Mr. Johny Floreano Coronado, president of the commune; and, to Mr. Jacinto Ángel Láinez, president of the Tourism commission, with whom it was possible to know at institutional level what actions are being carried out to educate tourist servers in this branch of tourism. Finally, propose to La Casa Del Sombrero Lodge a Plan to improve the quality of the accommodation service adapted to the needs of La Casa Del Sombrero guest profile, the resources who have the properties La Casa Del Sombrero, and the resources that this inn has and the willingness of the owners to grow in this activity.