Citas bibligráficas
Alamo, K., (2023). Modelo de adopción de las TIC para mejorar la ventaja competitiva en hoteles del destino Tarapoto, 2023 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/5694
Alamo, K., Modelo de adopción de las TIC para mejorar la ventaja competitiva en hoteles del destino Tarapoto, 2023 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/5694
@phdthesis{renati/1054069,
title = "Modelo de adopción de las TIC para mejorar la ventaja competitiva en hoteles del destino Tarapoto, 2023",
author = "Alamo Larrañaga, Katty",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
The hotel industry has undergone changes due to new information technologies, improving internal processes and customer service by offering innovative services or products; however, not all hotels have adopted ICT due to factors such as lack of knowledge, adherence to traditional procedures, among others; which is detrimental to competitiveness and permanence in the market. Therefore, the objective of this research was to propose an ICT adoption model to improve the competitive advantage of hotels in the Tarapoto destination. The study was based on a basic research with a mixed, exploratory-descriptive, non-experimental, cross-sectional and propositional approach. The population consisted of 69 hotels categorized by the Regional Directorate of Foreign Trade and Tourism (DIRCETUR) - San Martín until March 2023, and the sample consisted of 47 hotels that agreed to participate in the study. The survey technique was used and two questionnaires were applied as instruments. The data were tabulated in Excel and processed in the SPSS version 26 statistical program. Among the results, 66% of the hotels surveyed were microenterprises, 60% were single-person hotels, and the average number of rooms and length of service were 30 and 12 respectively. It was also found that 98% have internet access, 66% use a Check-in/Check-out system and only 9% have knowledge of a customer relationship management (CRM) system. In terms of competitive advantage, 64% of the hotels had a fair level, 23% had a poor level and 13% had a good level. The conclusion confirms the validation of the proposed ICT adoption model to improve the competitive advantage of hotels in the Tarapoto destination according to expert opinion.
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