Propuesta de un programa de capacitación para mejorar los estándares de calidad en la prestación de los servicios turísticos en la ciudad de Pimampiro
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Date
2019
Journal Title
Journal ISSN
Volume Title
Publisher
PUCE - Ibarra
Abstract
El presente trabajo se realizó a fin de proponer un programa de capacitación, que mejore los estándares de calidad en la prestación de los servicios turísticos en la ciudad de Pimampiro, en vista de la carente calidad existente, que se origina en la deficiente capacitación. El estudio parte de conocimientos teóricos básicos sobre lo que es un servicio turístico, los componentes y la calidad de estos; también, se adentra en el marco legal del Ecuador para examinar las características legales de los servicios turísticos y sus estándares de calidad, analiza que es un programa de capacitación y su importancia. Se realizó la investigación de los servicios turísticos existentes en la ciudad de Pimampiro, las características que poseen y los estándares de calidad actualmente implementados; para lo cual se empleó el método cuantitativo, aplicando la técnica de la encuesta, utilizando indicadores establecidos en el modelo de SERVQUAL. Para elegir el modelo de programa de capacitación y los niveles de evaluación más adecuados se realizó un análisis comparativo entre los enfoques de evaluación de los programas de capacitación, con el fin de encontrar el enfoque que se adapte al programa de capacitación propuesto. Mediante una encuesta determinó el interés de capacitación de los prestadores de servicios turísticos y los temas que necesitan ser abordados en el programa de capacitación. El programa posee 4 etapas, cada uno con contenidos específicos dirigidos a los prestadores de servicios turísticos en general, los emprendedores y prestadores de los Servicios de Alojamiento, los emprendedores y prestadores de los Servicios de Bebidas y a los emprendedores y prestadores de los Servicios de Alimentos.
The present work was carried out in order to propose a training program that improves the quality standards in the provision of tourist services in the city of Pimampiro, in view of the lack of existing quality, which originates from poor training. The study starts with basic theoretical knowledge about what a tourist service is, the components and the quality of these; also, it enters the legal framework of Ecuador to examine the legal characteristics of tourism services and their quality standards, analyzes what is a training program and its importance. The investigation of the existing tourist services in the city of Pimampiro was carried out, the characteristics they possess and the quality standards currently implemented; for which the quantitative method was used, applying the survey technique, using indicators established in the SERVQUAL model. In order to choose the training program model and the most appropriate evaluation levels, a comparative analysis was carried out between the evaluation approaches of the training programs, in order to find the approach that suits the proposed training program. Through a survey, it determined the training interest of tourism service providers and the issues that need to be addressed in the training program. The program has 4 stages, each with specific content aimed at tourism service providers in general, entrepreneurs and providers of Accommodation Services, entrepreneurs and providers of Beverage Services and entrepreneurs and providers of Food Services.
The present work was carried out in order to propose a training program that improves the quality standards in the provision of tourist services in the city of Pimampiro, in view of the lack of existing quality, which originates from poor training. The study starts with basic theoretical knowledge about what a tourist service is, the components and the quality of these; also, it enters the legal framework of Ecuador to examine the legal characteristics of tourism services and their quality standards, analyzes what is a training program and its importance. The investigation of the existing tourist services in the city of Pimampiro was carried out, the characteristics they possess and the quality standards currently implemented; for which the quantitative method was used, applying the survey technique, using indicators established in the SERVQUAL model. In order to choose the training program model and the most appropriate evaluation levels, a comparative analysis was carried out between the evaluation approaches of the training programs, in order to find the approach that suits the proposed training program. Through a survey, it determined the training interest of tourism service providers and the issues that need to be addressed in the training program. The program has 4 stages, each with specific content aimed at tourism service providers in general, entrepreneurs and providers of Accommodation Services, entrepreneurs and providers of Beverage Services and entrepreneurs and providers of Food Services.
Description
Keywords
Calidad, Capacitación, Turístico