Análisis del nivel de satisfacción de los usuarios del Hotel Estuario Internacional del cantón Esmeraldas.

Abstract

The main objective of this research is the analysis of the level of satisfaction of the users of the Hotel Estuario International of the Esmeraldas canton during the period 2021-2022; For this, information was first collected on the theoretical foundations in reference to the level of satisfaction and the quality of service, in addition to the measurement models of these variables; With this, it was possible to make the selection of the measurement instrument and adapt it for the evaluation of the dimensions of the satisfaction of the clients that attend the Hotel, being chosen the VILLSERVING model, which has 20 items and 3 dimensions: Staff Level, Service Level and Service Perception; For the analysis of the experiences of the users of the Hotel for the identification of their levels of satisfaction, a deductive research method was established with a mixed research approach where interviews were applied to the employees of the Hotel and surveys to the clients based on the selected model, it was then determined that the dimension with the worst evaluation was the Perception of the Service, finally a strategy is proposed for the improvement of the satisfaction levels of the users of the Hotel Estuario International of the Esmeraldas canton, based on 15 activities that it seeks in a way feasible and appropriate to the capabilities of the company to solve the worst evaluated elements within the level of customer satisfaction.