Bibliographic citations
Santa, K., Arevalo, C. (2023). Informalidad en los servicios de las agencias de viajes y satisfacción del visitante en la ciudad de Tarapoto, 2021 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/5207
Santa, K., Arevalo, C. Informalidad en los servicios de las agencias de viajes y satisfacción del visitante en la ciudad de Tarapoto, 2021 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2023. http://hdl.handle.net/11458/5207
@misc{renati/1056044,
title = "Informalidad en los servicios de las agencias de viajes y satisfacción del visitante en la ciudad de Tarapoto, 2021",
author = "Arevalo Sanchez, Cesar Enrique",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2023"
}
Informality in the services of travel agencies and visitor satisfaction in the city of Tarapoto, 2021 Informality in travel agency services is a frequent problem in the city of Tarapoto. Visitors often encounter carelessness on the part of tourism service providers when visiting the city. This informality in travel agency services leads to dissatisfaction on the part of visitors, who do not receive proper treatment and attention during their visit in the city. This has repercussions for local tourism, as visitors generally avoid returning to Tarapoto if their experience was bad. The purpose of this study was to determine the relationship between informality in travel agency services and visitor satisfaction in the city of Tarapoto, 2021. A descriptive and correlational research analysis was carried out, for which 368 visitors, 37 workers of 11 travel agencies were considered as a sample. Information was collected through a survey to identify the perception of these people and a checklist to collect information from the companies. Therefore, the study has identified that all the companies have a Single Taxpayer Registry (RUC), belonging proportionally to the Simplified Single Regime (RUS) and the Special Income Regime (RER); in addition, the receipts used by most of the companies are invoices, sales slips and electronic receipts. On the other hand, it is evident that most of them have a definitive operating license, as well as civil defense certification, only some have health certification, and few have complementary certifications issued by the Regional Directorate of Foreign Trade and Tourism (DIRCETUR). Regarding workers' perception about informality in travel agency services, 43% perceive it to be medium, 30% perceive it to be high, and 27% perceive informality in these companies to be low. Similarly, 73% of visitors to Tarapoto perceive the informality of travel agency services as medium, 16% as high and 11% as low. According to the perception of visitors to the city of Tarapoto, it has been determined through the study that 72% of visitors rate their satisfaction as medium and 17% rate it as low, while 12% rate it as high. The Spearman's Rho correlation test showed a positive correlation formula and a mean of 0.564, as well as a relationship significance between the two variables of 0.000. This means that being less than 0.05, the research hypothesis was accepted, concluding that there is indeed a link between informality in travel agency services and visitor satisfaction in the city of Tarapoto, 2021, with a medium level of correlation.
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