Bibliographic citations
Jimenez, L., Ramírez, A. (2018). Calidad de servicio al cliente exterior de la agencia mayorista de viajes Destinos Mundiales en Trujillo en el año 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/14506
Jimenez, L., Ramírez, A. Calidad de servicio al cliente exterior de la agencia mayorista de viajes Destinos Mundiales en Trujillo en el año 2017 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/14506
@misc{renati/519245,
title = "Calidad de servicio al cliente exterior de la agencia mayorista de viajes Destinos Mundiales en Trujillo en el año 2017",
author = "Ramírez Sáenz, Ana Isabel",
publisher = "Universidad Privada del Norte",
year = "2018"
}
ABSTRACT The objective of this research was to determine the quality of service to the external customer of the travel agency wholesale Destinos Mundiales in Trujillo 2017. This is a non-experimental, cross research and the method used is the descriptive, which has a unit of study the retail travel agencies of Trujillo and was taken as sample 67 employees that working in these agencies. The technique and instruments used for the collection of information is the survey. The questionnaire was developed according to the Likert scale and based on the Sevrqual, adapted to the characteristics of the business. The dimensions were empathy, reliability, responsibility and answer's capacity. The result obtained is that the Quality of Service of Destinos Mundiales for their external customers is high with 63 percent which confirms the hypothesis of the present research study.
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