Quality in Customized Service in Hotel Management

• Autores: Fonseca Saldaña, Ricardo Rolando, Estela Estela, Adan Humberto
• Formato: artículo
• Fecha de Publicación: 2017
• Institución: Universidad Nacional Mayor de San Marcos
• Repositorio: Revistas - Universidad Nacional Mayor de San Marcos
• Lenguaje: español
• OAI Identifier: oai:ojs.csi.unmsm:article/13790
• Enlace del recurso: https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/13790
• Nivel de acceso: acceso abierto
• Materia: Personalización de servicios; cultura de servicio personalizado; rentabilidad y competitividad; Customization of service; Culture of Customized Service; Profitability and Competitiveness

The research consists of: the customization of services, the influence of hotel management in profitability. Exploratory and descriptive research; sample of 24 hotel companies in the city of Lima, 384 customers were interviewed when paying. Instrument used: 21-item questionnaire. It was confirmed that the customization of services is related to hotel management based on three dimensions: Culture of Customized Service, Profitability and Competitiveness. For this contrast, the Chi-square hypothesis test was used. The research concludes that the customization of services ensures a better customer satisfaction and a high return to the hotel company. The human factor is crucial when implementing a customized service. The mechanisms contributing to customize hotel services are: searching of increasing sales and that customers’ order which is the main reason for customizing the services.