Calidad de servicio turístico del hotel Alegrias Inn, Cusco 2024
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Fecha
2025
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Escuela de Educación Superior Tecnológica Privada KHIPU
Resumen
La presente investigación tuvo como objetivo describir cual es el nivel de calidad de servicio turístico en el hotel Alegrías se hizo la utilización del nivel descriptivo, de tipo
básico la población, diseño no experimental y la metodología con enfoque cuantitativo, de la presente investigación estuvo conformada por 1680 huéspedes, siendo la muestra de
tipo censal en número de 20, el método utilizada para la presente investigación fue la encuesta, y el cuestionario fue el instrumento utilizado, llegando a la conclusión que se
desarrollan las experiencias turísticas en el hotel “Alegrias” Cusco basada en la calidad de servicio.
Los resultados revelan que la calidad de servicio turístico es percibida como regular en dimensiones claves como excelencia, satisfacción y expectativas. Aunque algunos
huéspedes valoran positivamente la facilidad de compra y el sistema de retención de clientes, se identifican oportunidades de mejora con respecto a la eficiencia operacional,
la productividad y el comportamiento ético, factores que son fundamentales para elevar la experiencia del turista y fortalecer la competitividad del hotel en el sector.
The objective of this research was to describe the level of quality of tourist service at the Alegrías hotel, using a descriptive level, basic population type, non-experimental design and methodology with a quantitative approach, non-experimental design and basic type the population, of the present investigation was made up of 20 guests, the sample being census type in number of 20, the method used for the present investigation was the survey, and the questionnaire was the instrument used, reaching the conclusion that Tourist experiences are developed at the “Alegrias” Cusco hotel based on the quality of service. The results reveal that the quality of tourism service is perceived as average in key areas such as excellence, satisfaction, and expectations. Although some guests positively value the ease of purchase and the customer retention system, opportunities for improvement are identified regarding operational efficiency, productivity, and ethical behavior, factors that are essential to elevating the tourist experience and strengthening the hotel's competitiveness in the sector.
The objective of this research was to describe the level of quality of tourist service at the Alegrías hotel, using a descriptive level, basic population type, non-experimental design and methodology with a quantitative approach, non-experimental design and basic type the population, of the present investigation was made up of 20 guests, the sample being census type in number of 20, the method used for the present investigation was the survey, and the questionnaire was the instrument used, reaching the conclusion that Tourist experiences are developed at the “Alegrias” Cusco hotel based on the quality of service. The results reveal that the quality of tourism service is perceived as average in key areas such as excellence, satisfaction, and expectations. Although some guests positively value the ease of purchase and the customer retention system, opportunities for improvement are identified regarding operational efficiency, productivity, and ethical behavior, factors that are essential to elevating the tourist experience and strengthening the hotel's competitiveness in the sector.
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Palabras clave
Excelencia, Satisfacción, Nivel de servicio, Expectativas