Resumo

RODRIGUEZ-CHAVEZ, Mariana Isabel; MUNOZ-CABRERA, Jacinta Clarivel  e  NEGRIN-SOSA, Ernesto. Diagnosis of hotel services management in Manabí, Ecuador. Koinonía [online]. 2025, vol.10, n.19, pp.134-148.  Epub 20-Mar-2025. ISSN 2542-3088.  https://doi.org/10.35381/r.k.v10i19.4381.

The diagnosis of service management allows to evaluate the performance of processes in an organization and determine areas for improvement. The objective is to diagnose the quality of service in customer service at Hotel Higuerón that contributes to the improvement of customer satisfaction. An interview, survey and direct observation were applied to the manager, collaborators and clients. A servuction model was applied at Hotel Higueron related to the optimization of internal processes associated with the quality of service, then the quality of service was measured in order to achieve knowledge of customer satisfaction. In conclusion, the quality of service of the Hotel is satisfactory according to its clients due to the good management with which its activities are handled, although there were two dimensions with shortcomings that prevented the client from feeling totally satisfied with the service provided.

Palavras-chave : Clients; hotel services; client satisfaction, servuction.

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