Gestão da qualidade focada no atendimento ao cliente em três dos principais hotéis da cidade de Campina Grande - PB.

Abstract

This study represents the result of a study focusing on the importance of quality management services, the segment of the hotel chain. Demonstrates that the quality provided, effectively serves as an element of differentiation to determine the customer choice of a company. From a bibliographic approach was performed on the theoretical explanation in which various approaches were presented focused on the quality of services of the hotel chain. This study aimed to diagnose the overall importance of quality services in a sample of 3 hotels hotel chain in Campina Grande, Paraíba. As for methodology, this study deals with an exploratory, qualitative-quantitative and descriptive with a questionnaire to measure the satisfaction of the guests whose data showed that the hotels also studied several shortcomings that must be eliminated, with the awareness of employees involved.