Bibliographic citations
Canchanya, F., Ferrer, C. (2021). Percepción de los pasajeros de 25 a 64 años, que residen en Lima Metropolitana, con respecto a la calidad de los servicios de los hoteles de una y dos estrellas del departamento de Cusco [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/657501
Canchanya, F., Ferrer, C. Percepción de los pasajeros de 25 a 64 años, que residen en Lima Metropolitana, con respecto a la calidad de los servicios de los hoteles de una y dos estrellas del departamento de Cusco [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/657501
@misc{renati/397235,
title = "Percepción de los pasajeros de 25 a 64 años, que residen en Lima Metropolitana, con respecto a la calidad de los servicios de los hoteles de una y dos estrellas del departamento de Cusco",
author = "Ferrer Bustamante, Claudia Mariela",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
The main objective of this research was to analyze the perception of passengers ages 25 to 64, with respect to the quality of service in the segment described to know the Cusco hotel and tourism industry. The scope of the research is a descriptive and correlational study, and the type of design is non-experimental. The main study approach is quantitative and in a complementary way the qualitative approach was used. 343 surveys sent for convenience to passengers from Lima Metropolitana who stayed in one and two-star hotels in Cusco were carried out. To evaluate the perception of service quality, a performance assessment methodology called Service Performance (SERVPERF) was used. This model uses five dimensions to measure service quality: Tangible Elements, Reliability, Responsiveness, Security and Empathy, which were used to respond to the hypothesis raised. The data and results analysis validated a high reliability of the questionnaire of 0.970. Likewise, the reliability analysis was applied to the five dimensions. As a result of the investigation, it was concluded that the perception of the passengers of Lima Metropolitana in relation to the quality of service in the study segment is high. In addition, there is a correlation between the dimensions Security and Tangible Elements, as well as for Security and Empathy.
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