Análisis de la calidad del servicio en el hotel Airport de Guayaquil: Fortalezas y áreas de mejora

Abstract

Customer service quality is essential to providing excellent service; based on this assessment, it is important to understand the importance of quality over customer demands. This research analyzes service quality at the Guayaquil Airport Hotel with the goal of identifying its strengths and areas for improvement, considering the growing tourist demand and the need to maintain competitive standards in the hotel sector. In this context, the general objective is to analyze service quality from the customer's perspective. The methodology applied was quantitative, with a non-experimental design, using a structured survey based on the SERVQUAL model as a data collection instrument. The sample was determined from a universe of 5,000 annual tourists, applying the corresponding statistical formula, using a convenience sampling method. The results showed negative gaps in all dimensions of the model (reliability, responsiveness, security, empathy, and tangibles), indicating that customer perceptions are below their expectations, reflecting general dissatisfaction. Despite this, the staff's willingness to help with problems stands out as a relative strength. Overall, it is concluded that the hotel needs to implement improvement strategies focused on personalized attention, fulfillment of promises, speed of service, and infrastructure improvements in order to increase guest satisfaction and loyalty.