Análisis de la fidelización de los clientes corporativos del Hotel Ramada ubicado en la ciudad de Guayaquil.

Abstract

The customer loyalty generates increasingly greater need as part of maintaining a competitive level of each of the business today. The project of investigation seeks to promote the spirit of helping a company that has a clear problem about the above and to be a tourist country and Ecuador whose axis is driven by the government since a few years ago. In a highly competitive sector must always invest in continuous imp rovement. The overall objective of this thesis is to reflect on the quality standards of hotel service is offered and develop a proposal for customers Loyalty to 2016. This will help make an impact on a bilateral basis for the hotel and for the society as it is the first to benefit in the event of implementation. The research methodology that was used a guide is exposed through interviews and surveys to explore the needs and the current situation in terms of the relationship of the hotel to customers. The surveys were 122 respondents. As a result, a proposed loyalty plan for 2016. And a diagnosis of the company's relations with its customers as it showed that some of these relationships are not beneficial in the long run because the cost of maintenance is ab ove presented the revenue generated therefore is necessary to develop a loyalty plan to improve the company - client relationship.