Evaluación de la Gestión Administrativa de la Asociación Nacional Ecuatoriana de Turismo y Automovilismo ANETA, sucursal Riobamba, y su incidencia en la calidad de servicio, período 2015.

This research is an evaluation of the administrative management of the Ecuadorian National Association of Tourism and Motoring ANETA, branch Riobamba, and its impact on quality of service, period 2015, is a research with non-experimental and correlational design because it determines the existence of cause and effect in relation to administrative management and quality of service, the type is of mixed type, ie qualitative to generate understanding of the factors that affect the quality of service, and quantitative because indicators are analyzed efficiency and effectiveness in relation to administrative management. With the information collected and analyzed, the need for an administrative strategy to improve service quality, being this, the application of manual functions, which covers the largest number of criteria related to quality improvement are identified, based on the SERVQUAL model specifically reliability criteria as the fulfillment of the promises, servicing the first, completed in the promised time, no mistakes) and in relation to the responsiveness communicative partners, rapid collaborators, collaborators willing to help employees who respond. When applied service quality was improved by measuring perceptions of quality, so it is concluded that the application of manual functions is adequate and efficient tool to improve both the reliability and responsiveness of both human and National Association Ecuadorian Tourism and Motoring ANETA.

• מחבר ראשי: Baño Pérez, Germán Fernando (author)
• פורמט: masterThesis
• שפה: spa
• יצא לאור: 2016
• נושאים: Calidad; Servqual; Administración
• גישה מקוונת: http://dspace.unach.edu.ec/handle/51000/1610