Habilidades blandas y su relación con la atención al cliente del hotel Santuario Machu Picchu, Cusco - 2026
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Date
2026
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Publisher
Escuela de Educacion Superior Tecnológica Privada Khipu
Abstract
El presente estudio tuvo como objetivo determinar la relación entre las habilidades blandas y la atención al cliente en el hotel Santuario Machu Picchu, Cusco 2026. La metodología fue de tipo básico con un enfoque cuantitativo con un alcance correlacional de diseño no experimental transversal con una muestra de 80 Huéspedes y usando como técnica la encuesta la cual fue validado por la opinión de expertos y la cual se realizó con el coeficiente de Cronbach obte
niéndose una confiabilidad de (967) en cuanto al instrumento habilidades blandas y (971) en cuanto al instrumento atención al cliente. Se aplico la prueba de correlación de Rho Spearman para analizar la relación entre “habilidades blandas” y “atención al cliente” los resultados evidencian la existencia de una correlación positiva alta entre ambas variables (p=0.930), la cual es estadísticamente significativa (p=0.000), esto indica que a medida que se fortalece la variable habilidades blandas también tiende a incrementarse la atención al cliente. Los resultados muestran que niveles más altos de “habilida
des blandas se asocian directamente con un desempeño superior en la atención al cliente”, esto demuestra que, a un mayor desarrollo o presencia de habilidades blandas en el personal, se genera un nivel óptimo y superior en la calidad de la atención brindada al cliente, las compe
tencias conductuales, comunicativas y empáticas del personal (habilidades blandas) constituyen un factor determinante y predictor para el éxito del servicio brindado.
The objective of this study was to determine the relationship between soft skills and customer service at the Santuario Machu Picchu hotel, Cusco 2026. The methodology was basic with a quantitative approach, a correlational scope, and a non-experimental cross-sectional design. The sample consisted of 80 people, utilizing the survey as the technique, which was validated by expert judgment and conducted using Cronbach's alpha coefficient, yielding a reliability of (.967) for the soft skills instrument and (.971) for the customer service instrument. The Spearman's Rho correlation test was applied to analyze the relationship between "soft skills" and "customer service." The results demonstrate the existence of a high positive correlation between both variables (rho = 0.930), which is statistically significant (p = 0.000). This indicates that as the soft skills variable is strengthened, customer service also tends to increase. The results show that higher levels of "soft skills are directly associated with superior performance in customer service." This demonstrates that a greater development or presence of soft skills in the staff generates an optimal and superior level in the quality of service provided to the customer; the behavioral, communicative, and empathetic competencies of the staff (soft skills) constitute a determining and predictive factor for the success of the service rendered.
The objective of this study was to determine the relationship between soft skills and customer service at the Santuario Machu Picchu hotel, Cusco 2026. The methodology was basic with a quantitative approach, a correlational scope, and a non-experimental cross-sectional design. The sample consisted of 80 people, utilizing the survey as the technique, which was validated by expert judgment and conducted using Cronbach's alpha coefficient, yielding a reliability of (.967) for the soft skills instrument and (.971) for the customer service instrument. The Spearman's Rho correlation test was applied to analyze the relationship between "soft skills" and "customer service." The results demonstrate the existence of a high positive correlation between both variables (rho = 0.930), which is statistically significant (p = 0.000). This indicates that as the soft skills variable is strengthened, customer service also tends to increase. The results show that higher levels of "soft skills are directly associated with superior performance in customer service." This demonstrates that a greater development or presence of soft skills in the staff generates an optimal and superior level in the quality of service provided to the customer; the behavioral, communicative, and empathetic competencies of the staff (soft skills) constitute a determining and predictive factor for the success of the service rendered.
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Keywords
Habilidades blandas, Atención al cliente