Servicio al Cliente y Calidad de la Oferta de Alojamiento Turístico en la Ciudad de Riobamba, Provincia de Chimborazo

The present investigation is based on customer service and the quality of tourist accommodation in Riobamba, Chimborazo province. Due to the poor quality of the tourist accommodation offer, the purpose of the research is to establish the influence of customer service on the quality of the tourist accommodation offer in Riobamba city. The methodology applied was a documentary, field and a qualitative method as it uses the Likert scale. The design used is non-experimental, transverse, descriptive and correlational. The number of tourist service providers in Riobamba city was taken into account. The Direction of Tourism stated that according to the cadaster there are 54 tourist accommodation establishments and because the population is infinite was obtained as a sample of 384 national and international tourists, two surveys were taken the first to tourists in which consists of 5 questions with general information, eight questions with specific details. And the second survey to the managers of the tourist accommodation establishments which includes of 5 general information questions, nine specific information questions. The results obtained were that if there is a positive relationship between the variables customer service and quality. That is why we concluded creating a customer service and support manual.

• Autor principal: Ayala Cóndor, Belén Estefanía (author)
• Formato: bachelorThesis
• Idioma: spa
• Publicado em: 2019
• Assuntos: Servicio al Cliente; Calidad
• Acesso em linha: http://dspace.unach.edu.ec/handle/51000/5408