Bibliographic citations
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Palomino, A., (2013). Mejoramiento de la calidad de servicio y satisfacción del turista en el hotel Warari . [Tesis, Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/1821
Palomino, A., Mejoramiento de la calidad de servicio y satisfacción del turista en el hotel Warari . [Tesis]. : Universidad Andina del Cusco; 2013. https://hdl.handle.net/20.500.12557/1821
@misc{renati/22576,
title = "Mejoramiento de la calidad de servicio y satisfacción del turista en el hotel Warari .",
author = "Palomino Núñez del Prado, Agustín",
publisher = "Universidad Andina del Cusco",
year = "2013"
}
Title: Mejoramiento de la calidad de servicio y satisfacción del turista en el hotel Warari .
Authors(s): Palomino Núñez del Prado, Agustín
Advisor(s): Enriquez Oblitas Acurio, Leonidas
Keywords: Calidad--Servicio; Satisfacción-Cliente; Capacitación; Trabajadores
Issue Date: 28-May-2013
Institution: Universidad Andina del Cusco
Abstract: En los últimos años las empresas hoteleras se van desarrollando rápidamente y la calidad en sus servicios constituye factores fundamentales en las satisfacciones de quienes hacen uso de diferentes establecimientos hoteleros, así como la competencia inter-hotelera en la mejora continua de sus procesos de prestación de servicios y el cumplimiento de los estándares de calidad internacionales. Sin embargo en algunos hoteles el mejoramiento de la calidad de sus servicios no es el que espera el turista para satisfacer sus necesidades. Sin embargo en el Hotel Warari existe déficit en brindar los servicios, no existe capacitación en sus trabajadores en cada una de las áreas.
El trabajo de investigación realizado tiene como objetivo determinar el nivel de calidad de servicios y la satisfacción del turista en el hotel Warari de la ciudad del Cusco.
La metodología aplicada es de nivel pre-teórico ya que por sus características se orienta a la acumulación de datos utilizando la descripción actual del hotel Warari, establecer relación entre sus variables y servir de apoyo para futuras investigaciones para lo que se encuesto a los turistas y los trabajadores del hotel Warari.
Finalmente se te llegaron a las conclusiones en el cual se determinó que de acuerdo al cuadro N° 14 el 54.55% de los empleados labora menos de 1 año, esto se debe a que el hotel es relativamente nuevo y que no se preocupan por la fidelidad de su cliente interno lo que a largo plazo degenera en una mala calidad de servicio, que siempre se esté capacitando al personal en aspectos de familiarizarse con el modus operandi del hotel sin pasar a niveles de calidad.
In recent years hotel companies have been developing rapidly and the quality of their services is a fundamental factor in the satisfaction of those who make use of different hotel establishments, as well as inter-hotel competition in the continuous improvement of their service provision processes and compliance with international quality standards. However, in some hotels the improvement of the quality of their services is not what the tourist expects to satisfy their needs. However, in the Hotel Warari there is a deficit in providing services, there is no training for its workers in each of the areas. The objective of the research work is to determine the level of quality of services and the satisfaction of the tourist in the Warari hotel in the city of Cusco. The applied methodology is of a pre-theoretical level since, due to its characteristics, it is aimed at accumulating data using the current description of the Warari hotel, establishing a relationship between its variables and providing support for future investigations for what tourists and tourists are exposed to the workers of the Warari hotel. Finally you reached the conclusions in which it was determined that according to table No. 14 54.55% of employees work less than 1 year, this is because the hotel is relatively new and do not worry about loyalty of its internal client which in the long term degenerates into a poor quality of service, which is always training staff in aspects of becoming familiar with the modus operandi of the hotel without going to quality levels.
In recent years hotel companies have been developing rapidly and the quality of their services is a fundamental factor in the satisfaction of those who make use of different hotel establishments, as well as inter-hotel competition in the continuous improvement of their service provision processes and compliance with international quality standards. However, in some hotels the improvement of the quality of their services is not what the tourist expects to satisfy their needs. However, in the Hotel Warari there is a deficit in providing services, there is no training for its workers in each of the areas. The objective of the research work is to determine the level of quality of services and the satisfaction of the tourist in the Warari hotel in the city of Cusco. The applied methodology is of a pre-theoretical level since, due to its characteristics, it is aimed at accumulating data using the current description of the Warari hotel, establishing a relationship between its variables and providing support for future investigations for what tourists and tourists are exposed to the workers of the Warari hotel. Finally you reached the conclusions in which it was determined that according to table No. 14 54.55% of employees work less than 1 year, this is because the hotel is relatively new and do not worry about loyalty of its internal client which in the long term degenerates into a poor quality of service, which is always training staff in aspects of becoming familiar with the modus operandi of the hotel without going to quality levels.
Link to repository: https://hdl.handle.net/20.500.12557/1821
Discipline: Turismo
Grade or title grantor: Universidad Andina del Cusco. Facultad de Ciencias y Humanidades
Grade or title: Licenciado en Turismo
Register date: 27-Aug-2018
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