Citas bibligráficas
Tavera, C., Nauca, N. (2017). Calidad del servicio administrativo en los hoteles categorizados del distrito de Tarapoto, Provincia de San Martín-2016 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/3099
Tavera, C., Nauca, N. Calidad del servicio administrativo en los hoteles categorizados del distrito de Tarapoto, Provincia de San Martín-2016 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2017. http://hdl.handle.net/11458/3099
@misc{sunedu/2844772,
title = "Calidad del servicio administrativo en los hoteles categorizados del distrito de Tarapoto, Provincia de San Martín-2016",
author = "Nauca Castro, Nancy Jakelin",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2017"
}
The following research was carried out with the purpose of differentiating the quality levels of the hotel establishments of Tarapoto, according to their categorization; For which 234 guests, both domestic and foreign, were used as study sample, applying a questionnaire about the components of the Servqual model for the measurement of service quality; Obtaining results that lead to the conclusion that the tangible aspects present higher levels of satisfaction among the studied components; Regular levels of quality in the empathy component, differentiated results by category of hotels in the safety component; Satisfactory responsiveness in two- and three-star hotels; Reliability considered satisfactory in two- and three-star hotels, while highly unsatisfactory in one-star hotels; All of which processed on a three-level scale of quality of care leads to the conclusion that the service in three-star hotels in Tarapoto is the one that presents a higher level of quality, according to the satisfaction of customers.
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