Customer satisfaction index with the implementation of a handbook in English as a foreign language in hotel de la ópera restaurants

Parra Russi, Diana Catalina; Castro Mercado, Kelly Johana; Sanin Villamil, Keilly Natalia

Publicación:
Customer satisfaction index with the implementation of a handbook in English as a foreign language in hotel de la ópera restaurants

dc.contributor.advisor	García Ardila, Alexis
dc.contributor.author	Parra Russi, Diana Catalina
dc.contributor.author	Castro Mercado, Kelly Johana
dc.contributor.author	Sanin Villamil, Keilly Natalia
dc.date.accessioned	2021-09-08T19:50:04Z
dc.date.available	2021-09-08T19:50:04Z
dc.date.issued	2016
dc.description.abstract	Hotel de la Opera was born from the restoration and joining of two distinguished and renowned houses next to El Teatro Colón, built during the 19th and 20th centuries. The hotel offers a warm, quiet and unique atmosphere, with generous areas and balconies that look over the cobblestone streets, an unforgettable memory of your stay in the capital city of Colombia. This has two places to eat, La Scala and El Mirador which offer a select combination of Mediterranean, International and local dishes in the Bogotá tradition. In this case, the investigation focuses on the customers and staff members from the Hotel restaurants.	eng
dc.description.degreelevel	Pregrado	spa
dc.description.degreename	Profesional en Lenguas Modernas	spa
dc.description.program	Lenguas Modernas	spa
dc.description.tableofcontents	Introduction Justification Investigation problem Problem description Problem formulation Hypothesis 1 Objectives 1.1 General objective 1.2 Specific objectives 2 Antecedents 3 Theoretical framework 3.1 Customer satisfaction 3.2 CSI: customer satisfaction index 3.3 Foreign language 3.4 Communicative ability 3.5 “Colombia very well” program published on July 14, 2014 by “Ministerio de Educación y Turismo” 3.6 Handbook 4 Investigation methodology 5 Data analysis 6 Conclusions 7 Projections Bibliography	eng
dc.format.extent	51 p.	spa
dc.format.mimetype	application/pdf	spa
dc.identifier.uri	https://repositorio.ecci.edu.co/handle/001/1450
dc.language.iso	eng	spa
dc.publisher	Universidad ECCI	spa
dc.publisher.faculty	Facultad de Ciencias Jurídicas, Sociales y Humanas	spa
dc.publisher.place	Colombia	spa
dc.relation.references	Cambridge University. Common European Framework or reference for Languages: Learning, Teaching, assessment. Council of Europa.	spa
dc.relation.references	Colby, R. (2010). Retrieved in May the 25th of 2016, from http://wow.richardcolby.net/wp-content/uploads/2010/03/Chapter8.pdf	spa
dc.relation.references	Colombia very well. (2014) (1st ed.). Colombia. Taken from http://www.colombiaaprende.edu.co/html/micrositios/1752/articles-343287_recurso_1.pdf	spa
dc.relation.references	Connors, R. J. (1983). Handbooks: History of a Genre. Rhetoric Society Quarterly, 13(2), 87–98. Retrieved from http://www.jstor.org.ezproxy.unal.edu.co/stable/3885636	spa
dc.relation.references	El Espectador. (11th July 2011). El Espectador. Taken from http://www.elespectador.com/noticias/bogota/monserrate-y-candelaria-sitios-preferidos-turistas-articulo-283525	spa
dc.relation.references	Gelvez, J. S. (2010). Estado del arte de modelos de medición de la satisfacción del cliente. Retrieved in May the 5th of 2016, from http://repositorio.uis.edu.co/jspui/bitstream/123456789/5293/2/136447.pdf	spa
dc.relation.references	Giancarlo Fantechi, E. P. (2013). Relingüística. Retrieved in August the 13th of 2016, from http://relinguistica.azc.uam.mx/no010/a11.htm	spa
dc.relation.references	Hayes, B. (2000). Cómo medir la satisfacción del cliente. Universidad Iberoamericana.	spa
dc.relation.references	Hill, N., Roche, G., & Allen, R. (2007). Customer Satisfaction. Londres: Cogent.	spa
dc.relation.references	Presidencia de la república. (10th July 2014). Presidencia de la república. Taken from http://wsp.presidencia.gov.co/Prensa/2014/Julio/Paginas/20140710_05-Programa-Nacional-de-Ingles-2015-2025-Colombia-very-well-pondra-a-hablar-ingles-a-los-colombianos.aspx	spa
dc.relation.references	Punchihetti, S. (2013). First, second and foreign language learning: how distinctive are they from the another? Sri Jayawardenapura Kotte.	spa
dc.relation.references	Sibanda, N. (2009). Quantitative Research. Wellington: Victoria University.	spa
dc.relation.references	Tamayo, M. (2003). El proceso de la investigación científica. Mexico: Limusa.	spa
dc.relation.references	University of South Australia. (January de 2014). Customer Satisfaction Index (CSI). Taken from https://www.unisa.edu.au/Global/business/centres/i4c/docs/Customer%20Satisfactio	spa
dc.relation.references	Vargas, J. & Vásquez, D. (2016). Informe Turismo Enero 2015 (1st ed.). Bogotá. Taken from http:// informe_turismo_enero2015.pdf	spa
dc.rights	Derechos Reservados - Universidad ECCI, 2016	spa
dc.rights.accessrights	info:eu-repo/semantics/openAccess	spa
dc.rights.coar	http://purl.org/coar/access_right/c_abf2	spa
dc.subject.proposal	Satisfacción	spa
dc.subject.proposal	Restaurantes	spa
dc.subject.proposal	Clientes	spa
dc.subject.proposal	Satisfaction	eng
dc.subject.proposal	Restaurants	eng
dc.subject.proposal	Customers	eng
dc.title	Customer satisfaction index with the implementation of a handbook in English as a foreign language in hotel de la ópera restaurants	eng
dc.type	Trabajo de grado - Pregrado	spa
dc.type.coar	http://purl.org/coar/resource_type/c_7a1f	spa
dc.type.coarversion	http://purl.org/coar/version/c_970fb48d4fbd8a85	spa
dc.type.content	Text	spa
dc.type.driver	info:eu-repo/semantics/bachelorThesis	spa
dc.type.redcol	https://purl.org/redcol/resource_type/TP	spa
dc.type.version	info:eu-repo/semantics/updatedVersion	spa
dspace.entity.type	Publication