La calidad del servicio al cliente y la satisfacción laboral en la industria hotelera de las ciudades de Panamá y de Colón

Abstract

Panama, being a tourist site and having a service economy, the hotel industry plays a very important role. According to indicated statistics, tourism, along with related services and activities, is one of the most vigorous sectors in the economy. The hotel industry represents about 3 billion dollars of tourism investment. and the industry generates around 40 thousand jobs, but in the last two years more than 25 thousand jobs have been lost, to which will be added the effect of the increase in the minimum wage, which in his opinion will affect the activity even more. For this reason, the objective of this study is to analyze the quality of customer service and job satisfaction in the hotel industry of Panama City and Colon. The type of research is descriptive of non-experimental design, and of countryside; to collect the data, two questionnaires were used: one was applied to 445 customers and the other to 484 collaborators to gather the information, and then the results were presented through tables with descriptive statistics. The investigation carried out concluded, among other aspects, that the hotels in Panama have a policy or procedure in order to achieve customer satisfaction, but the frequency of training is not adequate. It is necessary to disclose and train all staff that customer service has become an essential reason in the customer's decision when choosing where to purchase a product and / or service, especially in companies in which its nature is the service provision, like the hotel industry, all this results in service being a fundamental factor in business competitiveness today.