La Tesis that is presented below has been developed as part of the final exercise of completion of studies to obtain the degree of Bachelor of Tourism by Kircy D. Lottis Hernandez. To download it completely you can do it through the following link: Download button
This study was carried out at selected facilities (Meliá Habana, Comodoro, Chateau Miramar and Copacabana) of the Cubanacán hotel group, to evaluate customer satisfaction behavior with food and beverage services. To carry out this study, an interview was conducted semi-structured to food and beverage specialists and quality of the Directorate of Operation and Quality of the Ministry of Tourism, the Cubanacán Hotel Group and the hotel facilities under study.
In addition, a specialized food and beverage survey was applied to external customers of the hotels studied, the data processing was carried out through the Statistical Program for Social Sciences (SPSS) for Windows (version 22.0). It was determined that the attributes best perceived by clients with respect to food and beverage services correspond to the Personal dimension, they are friendliness and personal treatment, personal presence and professionalism. The relation quality / price, the variety and temperature of the food as well as the variety of the drinks turned out to be the most devalued.
It was also evidenced that the general satisfaction of food and beverages according to the origin of tourists, shows the most depressed values for the market German and Spanish. Regarding the behavior of hotels, the highest values high levels of satisfaction correspond to the Hotel Chateau Miramar and the highest dissatisfaction to the Comodoro Hotel.
Keywords: satisfaction, food and beverage services, hotel, quality.
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