Bibliographic citations
Lavado, K., (2017). La calidad del servicio en las agencias de viajes y turismo del centro histórico de la ciudad de Trujillo en el turista nacional [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/9796
Lavado, K., La calidad del servicio en las agencias de viajes y turismo del centro histórico de la ciudad de Trujillo en el turista nacional [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/9796
@misc{renati/441726,
title = "La calidad del servicio en las agencias de viajes y turismo del centro histórico de la ciudad de Trujillo en el turista nacional",
author = "Lavado Alva, Karen Stephania",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT This thesis analyzes the quality of service offered by travel and tourism agencies in the historic center of the city of Trujillo in the national tourist, through the application of a survey of the SERVQUAL model suitable for travel agencies to national tourists that arrive to our city, through five dimensions which are: tangible elements, reliability, responsiveness, security and empathy. It is non-experimental, simple descriptive and cross-sectional design. The tourist will evaluate the level of quality of service through the result between the comparison of his expectations before receiving the service and the perceptions that he has after receiving. In this study will also know the strengths and weaknesses of each dimension and what is the predominant dimension. And in the results it will be observed that the level with which the tourists evaluated to the travel agencies is "Regular", and will indicate the aspects that have to improve to provide a good service.
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