Bibliographic citations
Abarca, R., (2017). Quejas de pasajeros y alternativas de solución por servicios turísticos operados por Viajes Pacifico Cusco, 2016. [Tesis, Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/1818
Abarca, R., Quejas de pasajeros y alternativas de solución por servicios turísticos operados por Viajes Pacifico Cusco, 2016. [Tesis]. : Universidad Andina del Cusco; 2017. https://hdl.handle.net/20.500.12557/1818
@misc{renati/25954,
title = "Quejas de pasajeros y alternativas de solución por servicios turísticos operados por Viajes Pacifico Cusco, 2016.",
author = "Abarca Medina, Rosa Fiorella",
publisher = "Universidad Andina del Cusco",
year = "2017"
}
Viajes Pacifico- Gray Line Peru, a Peruvian capital company dedicated to tourism that operates as a subsidiary of Gray Line Worldwide in Peru, recognized for providing high standards of quality and service to its customers, owned by the Quiñones Family, who runs the Company from a Directory, maximum instance of the organization's address. The agency currently has a head office in the city of Lima and two branches in Cusco and Arequipa, with a total of 182 employees until 2015 (Esparza, 2016). The main objective of this research is to classify and analyze the reasons for passenger complaints and alternative solutions that occurrence in tourist services for the tours of Machupicchu toursand Sacred Valley operated by Viajes Pacifico Cusco, 2016, thus measuring the quality of services provided by the Travel agency. The methodology used is mixed: quantitative because data was obtained from statistical processing through passenger surveys and qualitative because data was obtained from interviews with key informants. The research level is descriptive - longitudinal, since it considers the description of passenger complaints for services operated by Viajes Pacifico and involves the months of March, April and May of 2016, as well as questionnaires were applied to passengers and interview guides. informants, identifying the level of passenger satisfaction, passenger complaints and solution alternatives, thus identifying aspects to be improved through suggestions. It has been determined that the satisfaction of visitors is related to compliance and exceeding their expectations. In addition, it has been identified that the staff offers a quality service, when they are satisfied and motivated with the activities they carry out. The research concludes that quality management is related to and influences the satisfaction of passengers, training and staff motivation.
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