Incidencia de la "nueva realidad" generada por el Covid-19 en el comportamiento del consumidor en las industrias del turismo y gastronomía : analizar el comportamiento del consumidor en el sector hotelero de la parroquia Mindo, en el contexto de la nueva realidad generada por el covid 19, a partir de enero del 2021.

Abstract

The present work had as objective to know the behavior of the consumer, in the hotel sector of Mindo, in the new reality due to the COVID-19 pandemic. For which a process management methodology was followed, which with the help of statistical analysis such as chi-square tests and descriptive analysis, it was possible to know the changes in the process map for hotel service delivery, that is, the changes applied were observed. to the different processes in order to adapt to the new expectations and demands of customers within a new panorama such as the pandemic caused by COVID-19, this allowed the continuous improvement and growth of hotel establishments; All the changes were applied to comply with the biosecurity measures imposed by the National COE and therefore safeguard the health of the clients and participants in the delivery of the hotel service. The research is relevant for hotel establishments because by implementing a methodology based on process management it will contribute to the improvement of service delivery and at the same time it delivers strategies to be applied in decision making.