ANÁLISIS DE ATRIBUTOS DE SATISFACCIÓN DE LOS MILLENNIALS HACIA EL SERVICIO HOTELERO. UN ACERCAMIENTO DESDE LA INDUSTRIA GUAYAQUILEÑA.

Abstract

Speaking of millennials it is a new consumer profile that has been changing the global economy, also impacting the tourism and hotel sector. Due to its strong presence in the market, the destinations have been forced to create new products to meet the needs of those for whom the relationship value - price is key when it comes to choose a product or service. This analysis has been able to identify the attributes that influence the satisfaction of the consumer profile in reference to the hotel, among which are: the cleaning and maintenance of rooms and bathrooms and common areas. On the other hand the availability of free Wi-Fi is indispensable. Based on this analysis, based on bibliographic research and a quantitative study on a sample of 117 millennials in their preferences, needs and concerns when booking a hotel, it was determined the importance of good service and the availability of technology for millennials, which in the case of the city of Guayaquil establishments they are not highly trained to meet the demands of the millennials.