The total quality services and business productivity of receptive turism in Miraflores, 2019

Authors

DOI:

https://doi.org/10.15381/quipu.v29i59.20192

Keywords:

total quality, productivity, informality, quality management, travel agency

Abstract

Objective: This study aims to determine the relationship between service quality and business’ productivity of receptive tourism travel agencies in Miraflores (Lima, Peru), during the period of 2019. Method: The research was applied and empirical, has a non-experimental cross-sectional correlation, with a quantitative approach. The sample was made up of 50 tourist service providers from different travel agencies located in Miraflores district. Results: The results of the research show a strong and positive association of variables and dimensions. From a total of 50 tourist providers; 23 of the surveyed, which represents a 46%, stated the existence of a very good relationship between the variables of service quality and business’ productivity. Conclusion: The results indicate that the level of the travel agencies’ service quality has greatly decreased due to factors such as informality and the low percentage (9.7%) of travel agencies that have good practice application systems or quality management systems. Therefore, the study aims to improve the tourist agencies’ competitiveness and exceed the demands of the global market.

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Author Biography

  • Sara Susana Huayta Bautista, Universidad Inca Garcilaso de la Vega

    Thirty-five years of experience in the inbound tourism sector and the international cruise hotel sector. Expert in planning, development and management of tourist destinations and products. I have carried out strategic consulting and tourism marketing actions. I trained and coached personnel on board in quality service, specialized in the different areas that make up the hotel tourism sector. Language proficiency; English; (Fluent), French; (Fluent), Italian; (Fluent), Portuguese; (Intermediate).

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Published

2021-05-27

Issue

Vol. 29 No. 59 (2021)

Section

Original papers

License

Copyright (c) 2021 Sara Susana Huayta Bautista

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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How to Cite

Huayta Bautista, S. S. (2021). The total quality services and business productivity of receptive turism in Miraflores, 2019. Quipukamayoc, 29(59), 77-84. https://doi.org/10.15381/quipu.v29i59.20192