Percepción de la calidad del servicio a los clientes del complejo turístico Agualuna en el año 2023.

Into Ecuador, customer satisfaction and loyalty have affected the service quality, generating a growing problem. Research confirms a key correlation between perceived quality and service satisfaction. In this context, the main aim this research is to measure the service quality perception level in the clients from "Agualuna" Tourist Complex, which is located in the Latacunga city, Cotopaxi province, La Calera sector. The investigative method, what it was applied, had a quantitative approach with a deductive and non-experimental design, it was applied the SERVPERF research model from Cronin & Taylor (1994), which is divided into five dimensions, such as: tangibility, reliability, responsiveness, security and empathy, distributed in a total 22 items based on the perception a sample 279 clients, who have enjoyed the service provided by the tourist complex. Data was collected, through a tailored and structured questionnaire, what was distributed virtually, in order to maximize sample participation. The participants assessed each the items on a Likert scale, where; 1 is "Strongly disagree" (lowest level), and 5 "Strongly agree" (highest level), the data was collected and tabulated in the SPSS Software, given as result in the complex having got positive perceptions in all dimensions, the areas with the greatest opportunities for improvement are responsiveness, security, empathy and tangible elements. These areas may benefit from adjustments and improvements to provide a more complete and satisfying experience for customers.

• Hlavní autor: Abril Yanzapanta, Andrea Estefania (author)
• Další autoři: Toctaguano Basantes, Jonathan Israel (author)
• Médium: bachelorThesis
• Jazyk: spa
• Vydáno: 2023
• Témata: CALIDAD; LIKERT; MEJORA; PERCEPCIÓN; ADMINISTRACÍON DE EMPRESAS
• On-line přístup: http://repositorio.utc.edu.ec/handle/27000/11137