Gestión de calidad y su relación con la satisfacción del cliente de los servicios turísticos, Iquitos 2023

• Autores: Lopez Ruiz, Gabriela Milagros, Murrieta Vasquez, Winnie Vannia
• Formato: tesis de grado
• Fecha de Publicación: 2023
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/9594
• Enlace del recurso: https://hdl.handle.net/20.500.12737/9594
• Nivel de acceso: acceso abierto
• Materia: Satisfacción del cliente; Calidad total; Gestión; Servicios de atención al cliente; Servicios de turismo; https://purl.org/pe-repo/ocde/ford#5.02.04

The research conducted in Iquitos in 2023 aims to establish the link between quality management and customer satisfaction in tourism services. A descriptive correlational approach is used with a quantitative focus, where events based on specific procedures are presented, and methods are applied to gather statistical information. The study design lacks an experimental nature, as factors are not manipulated; instead, phenomena are observed as they naturally occur and then analyzed. The proposed relationship between both factors has been evaluated, yielding a considerable positive correlation index of 0.866**. Consequently, the proposed hypothesis is accepted, indicating the existence of a connection between quality management and customer satisfaction in the studied tourism services.