Satisfacción del cliente: desde una perspectiva del método Kano en el sector hotelero de la Provincia de Tungurahua

Abstract

This research analyzes the attributes of the customers of the hotel sector of the province of Tungurahua in the terms of service, facilities, accommodation, gastronomy, advertising, application of the Kano method allowed listening to customers, improving the satisfaction of the client, this will depend on that so sexy, shocking, and advantageous are the attributes, the same one that allowed the decision of launching the research project. It was determined that the requirements have not impact from the perspective of the client's satisfaction, so it is important to investigate and take into account each of the variables, customer requirements can become the point of departure by the application of a questionnaire with questions functional and dysfunctional, to identify the attributes, mandatory, on dimensional, indifferent and rejection that the client considers when purchasing a product or service. Results obtained, through the survey allowed us to identify those requirements that customer needs and hopes to find the hotel, showing preferences that increases your satisfaction being: fast attention, kindness, wifi, promotions parking, advertising on social networks, booking.com, brochures and a friendly atmosphere, could determine what are the attributes that should innovate and improve customer satisfaction. Therefore, the purpose of this research is to apply the Kano method in order to meet the needs of customers, having a competitive advantage in the face of competition.