Calidad del servicio desde el cliente interno para el desarrollo turístico del cantón Puerto López, Manabí Ecuador.

Abstract

Tourism has more demands and challenges to meet and the tourist seeks perfection in the offer, therefore, the service providers of the activity must respond to these requirements. The objective of the research project is to propose strategies to improve the quality of the servicefrom the internal client in the Puerto López canton, for the contribution to local tourism development. The work was carried out in five phases: Characterization of the study area, Identification of tourist services and activities, Identification of indicators, Measurement of service quality performance and Structuring of strategies. For the development of the research, methods, techniques and tools were used such as: analytical-synthetic method, comparison, interviews, surveys, brainstorming and descriptive statistics. The results provided in this research show that there are problems related to lack of training for personnel, poor command of other languages, detection of errors and complaints, control of costs and income and savedresources. The main strategies are associated with differentiation, specialization of internal clients and according to the target market, satisfaction of managers, functionality in safety and innovation and technology standards, complementarity in the market and interactive planning for language training. The application of the strategies has the purpose of offering a better quality of service and promoting the tourist development of the canton.