Calidad de servicio turístico en Niños Hotel Cusco 2024
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Date
2025
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Escuela de Educación Superior Tecnológica Privada KHIPU
Abstract
El presente trabajo de investigación tiene como objetivo describir cual es el nivel de calidad de servicio de Niños Hotel cusco. Para el desarrollo de este trabajo de investigación se
utilizó tipo básico con enfoque cuantitativo de nivel de investigación descriptivo con diseño no experimental. para la recolección de datos de mi población de la presente investigación estuvo conformada por 900 turistas o huéspedes, siendo la muestra no probabilidad aleatoria en número de 88 huéspedes. La técnica utilizada para la investigación fue la encuesta, el instrumento utilizado fue el cuestionario de 10 preguntas cerradas. Se analizo el constructo con 5 dimensiones (fiabilidad, capacidad de respuesta, empatía, seguridad y elementos tangibles). Los resultados de la investigación sobre la calidad de servicio turístico en Niños Hotel Cusco se evidencian que el establecimiento ofrece una buena experiencia positiva para los huéspedes, sin embargo se han identificado áreas de mejora que debe ser atendidas esto para poder optimizar aún más la experiencia turística llegando a la conclusión que el análisis revela que la mayoría de los huéspedes del Niños Hotel Cusco en 2024 percibieron un servicio turístico positivo, destacando especialmente la seguridad (87.5%), la fiabilidad y la capacidad de respuesta (ambas con 81.8%). No obstante, se identificaron áreas de mejora en la empatía (78.4%) y, sobre todo, en los elementos tangibles (73.9%), como la infraestructura y la atención en idioma extranjero.
Estos resultados sugieren que, si bien el servicio es en general satisfactorio, es necesario reforzar
ciertos aspectos para elevar aún más la calidad percibida por los visitantes.
This research aims to describe the level of service quality at Niños Hotel Cusco. A basic, quantitative approach with a descriptive, non-experimental design was used for this research. The data collection population for this research consisted of 900 tourists or guests, with a non random probability sample of 88 guests. The research technique used was a survey, and the instrument used was a 10-question closed-ended questionnaire. The construct was analyzed using five dimensions (reliability, responsiveness, empathy, security, and tangible elements). The results of the research on the quality of tourism service at Niños Hotel Cusco show that the establishment offers a positive experience for guests. However, areas for improvement have been identified that need to be addressed in order to further optimize the tourist experience. The analysis concludes that the majority of guests at Niños Hotel Cusco in 2024 perceived a positive tourist service, particularly highlighting safety (87.5%), reliability, and responsiveness (both 81.8%). However, areas for improvement were identified in empathy (78.4%) and, above all, in tangible elements (73.9%), such as infrastructure and foreign language support. These results suggest that, while the service is generally satisfactory, certain aspects need to be strengthened to further enhance the quality perceived by visitors.
This research aims to describe the level of service quality at Niños Hotel Cusco. A basic, quantitative approach with a descriptive, non-experimental design was used for this research. The data collection population for this research consisted of 900 tourists or guests, with a non random probability sample of 88 guests. The research technique used was a survey, and the instrument used was a 10-question closed-ended questionnaire. The construct was analyzed using five dimensions (reliability, responsiveness, empathy, security, and tangible elements). The results of the research on the quality of tourism service at Niños Hotel Cusco show that the establishment offers a positive experience for guests. However, areas for improvement have been identified that need to be addressed in order to further optimize the tourist experience. The analysis concludes that the majority of guests at Niños Hotel Cusco in 2024 perceived a positive tourist service, particularly highlighting safety (87.5%), reliability, and responsiveness (both 81.8%). However, areas for improvement were identified in empathy (78.4%) and, above all, in tangible elements (73.9%), such as infrastructure and foreign language support. These results suggest that, while the service is generally satisfactory, certain aspects need to be strengthened to further enhance the quality perceived by visitors.
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Keywords
Calidad de servicio, Turismo, Hotel Niños