Aplicación del modelo Servqual para mejorar la calidad del servicio al cliente en la Tour operadora Mindoxtrem Birds.

Abstract

Mindo is a destination whose main economic activity is tourism, which is why there are a large number of tour operators that offer activities corresponding to nature and adventure tourism. For this reason, competitiveness among the agencies is high, especially on holidays and weekends, when more tourists arrive and begin to notice the shortcomings of these companies such as not having enough human talent to meet the demand and not offering a fast and personalized service. The intention of this project is to apply the Servqual model in the Tour Operator Mindoxtrem Birds, to improve the quality of customer service and, in this way, the company and the tourists would benefit in the future. The research objective is based on the quantitative paradigm and the explanatory level, as well as the experimental design. In addition, both documentary and field research were used to carry out this project, where a Servqual questionnaire was applied to 203 tourists who arrived at the tour operator in the month of January 2022, in order to measure their expectations and perceptions focused on five dimensions reliability, responsiveness, safety, empathy and tangible elements. Hence, in the design of the proposal, the negative gaps of the company were identified, as well as the strengths, opportunities, weaknesses and threats, according to the results obtained and related to proposed strategies to improve the quality of service.