Relación entre la calidad del servicio y la satisfacción del turista receptivo en alojamientos turísticos en la ciudad de Iquitos durante el periodo 2024

• Autores: Gil Sinuiri, Katherine Stacy Nelly, Rosales Flores, Ximena Tais
• Formato: tesis de grado
• Fecha de Publicación: 2025
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/12753
• Enlace del recurso: https://hdl.handle.net/20.500.12737/12753
• Nivel de acceso: acceso abierto
• Materia: Calidad del servicio; Satisfacción del turista; Dimenciones; https://purl.org/pe-repo/ocde/ford#5.02.04

The present study aimed to determine the relationship between service quality and tourist satisfaction among inbound visitors staying at tourist accommodations in the city of Iquitos during 2024. This was an applied research study, with a descriptive-correlational level and a non-experimental design. A structured questionnaire of 22 items was administered to a sample of 384 inbound tourists. The instrument showed high reliability, with Cronbach's alpha values above 0.80. The Spearman correlation coefficient was used for inferential analysis. The results revealed a positive and significant relationship between service quality and tourist satisfaction (ρ = 0.71; p < 0.001), highlighting the influence of dimensions such as personalized attention, cleanliness, staff presentation, and perceived safety. It is concluded that a higher perception of service quality is directly associated with greater tourist satisfaction, evidencing the need to strengthen service standards to improve the experience of inbound tourists.