Análisis del nivel de satisfacción de los usuarios de los servicios de alojamiento turístico en el cantón Zaruma, provincia de El Oro.

Abstract

The purpose of this project aims to analyze the level of satisfaction of users of tourist accommodations in Zaruma canton, Province El Oro, where the main objective is to diagnose the needs of tourists in the hotel sector of the canton in 2019, for this we had to establish a deductive method with mixed research approach that was given through surveys and interviews conducted with customers who made use of the facilities in that year, with this it was determined that the lack of infrastructure, the scarce A&B service in the lodging facilities and the absence of tourist guides generated a level of satisfaction below the average. To this end, a SWOT analysis was chosen to identify the strengths, opportunities, weaknesses and threats of the Zaruma canton, and finally, strategies were proposed to benefit both the hotel staff and the local communities, to improve the level of satisfaction of the users of the lodging facilities in the Zaruma Canton, generating social and economic development.