Citas bibligráficas
Gastelo, N., Rios, M. (2024). Incrementar la satisfacción del cliente aplicando la norma ISO 9001: 2015 y Lean Service de una agencia de viajes para aumentar las ventas [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683596
Gastelo, N., Rios, M. Incrementar la satisfacción del cliente aplicando la norma ISO 9001: 2015 y Lean Service de una agencia de viajes para aumentar las ventas [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683596
@misc{renati/1300635,
title = "Incrementar la satisfacción del cliente aplicando la norma ISO 9001: 2015 y Lean Service de una agencia de viajes para aumentar las ventas",
author = "Rios Quispe, Mijael Mesias",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Tourism stands as the third-largest industry in Peru. Over the last five years, tourism agencies have experienced a 25% growth, the highest rate among South American countries, largely driven by the sales of national and international tour packages. Consequently, competition within the sector has increased, making it essential for organizations to effectively manage both the sales and after-sales processes of tour packages, which in turn positively impacts customer satisfaction, as customer service is a key differentiating factor among tourism companies. However, this sector was significantly impacted by the Covid-19 pandemic due to mobility restrictions and other limitations, but it is now in the process of recovery. In response, research has been conducted through scientific articles to address the challenges faced by travel agencies. In this context, the present research focuses on a management model applying ISO 9001:2015 standards to improve service quality, targeting improvement planning and Lean Service practices, with the aim of increasing customer satisfaction by minimizing inefficiencies within the tourism company. All of this contributes to an increase in sales for the travel agency
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