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Quipukamayoc
versión impresa ISSN 1560-9103versión On-line ISSN 1609-8196
Resumen
HUAYTA BAUTISTA, Sara Susana. The total quality services and business productivity of receptive turism in Miraflores, 2019. Quipukamayoc [online]. 2021, vol.29, n.59, pp.77-84. Epub 27-Mayo-2021. ISSN 1560-9103. http://dx.doi.org/10.15381/quipu.v29i59.20192.
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.
Palabras clave : Total quality; productivity; informality; quality management; travel agency.