Resumo

DE LEON, Ingrid Steffanell; ARTETA-PENA, Yussy  e  NODA-HERNANDEZ, Marcia. Business tourism customer loyalty management in smeshotels. Ing. Ind. [online]. 2016, vol.37, n.3, pp. 244-252. ISSN 1815-5936.

An adequate quality management based on the customer guarantees achieves its satisfaction and loyalty, which promotes restart of the process, resulting increase in customers. Precisely in this article is offered a model that favors the loyalty management. SMEs hotel of Barranquilla city are selected as study object, showing that these have conditions to capture or improve business tourism, strengths and weaknesses are detected to achieve customer loyalty. It is used as a case study Barranquilla, which is located at north of Colombia on Caribbean coast for their potential to attract Business tourists and effectively build the tourism industry and particularly business tourism as a catalyst for development.

Palavras-chave : SMEs; Business tourism; customer; loyalty.

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