La calidad del servicio al cliente para el desarrollo turístico de la parroquia San Mateo.

Abstract

Tourism is an economic and social activity of enormous importance for many countries in the world and Ecuador is not far from this premise, considering that this destination has had a considerable increase in tourists in recent years. The quality of customer service is an elementary factor for the development of companies, and in tourist activity as in the others it also plays a determining role. This investigative work aimed to analyze the quality of customer service as a factor in tourism development in the San Mateo parish, Manta canton. The research was exploratory, for which various elements were investigated, in order to clarify the problems that this locality has. The methods, techniques and tools used were analytical-synthetic, review of official documents, bibliographic review, and survey questionnaire. The sequence of this case study was structured in three steps: Diagnosis of the quality of customer service, identification of indicators and preparation of the proposed action plan. Through the implementation of the strategies, the aim is to enhance the quality of the tourist service that is currently offered in the parish, offering new experiences to national and international tourists who come to this place. The final results of this research can be used to solve current problems, thus enhancing the quality of customer service, and therefore increasing competitiveness with other destinations.