Gestión administrativa y satisfacción laboral del cliente Interno del hotel la confianza, Lunahuaná-2022
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Date
2024-04-19
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Universidad Nacional de Cañete
Abstract
El objetivo general de esta investigación fue determinar la relación entre la gestión administrativa y la satisfacción del cliente interno en el Hotel La Confianza, Lunahuaná, Cañete-2022. El enfoque de investigación adoptado fue cuantitativo, con un diseño no experimental de corte transversal de nivel descriptivo y correlacional, siguiendo el método hipotético deductivo. Se utilizó la técnica de encuesta con dos cuestionarios, uno para cada variable. La muestra consistió en los 16 trabajadores que formaban parte de los clientes internos del Hotel La Confianza, seleccionados mediante un muestreo no probabilístico basado en el conocimiento y el criterio del investigador. Los resultados de la investigación respaldaron la hipótesis general, revelando una relación significativa entre las variables, con un valor de significancia de 0.01, lo que llevó al rechazo de la hipótesis nula y la aceptación de la hipótesis de investigación. Además, se demostró una correlación positiva media entre la gestión administrativa y la satisfacción laboral del cliente interno del Hotel La Confianza mediante el coeficiente de correlación R de Pearson. Se concluye que, estos hallazgos subrayan la importancia de mejorar la gestión administrativa con un enfoque en el empleado como cliente interno, ya que esto puede tener un impacto positivo en el logro de los objetivos organizacionales. Estas implicaciones no solo son relevantes para el hotel objeto de estudio, sino que resaltan la importancia de una administración eficaz en el conjunto de la industria hotelera para lograr el éxito y conservar la competitividad en el mercado.
The general objective of this research was to determine the relationship between administrative management and internal customer satisfaction at Hotel La Confianza, Lunahuaná, Cañete-2022. The research approach adopted was quantitative, with a non- experimental cross-sectional design of a descriptive and correlational nature, following the deductive hypothetical method. The survey technique was used with two questionnaires, one for each variable. The sample consisted of the 16 employees who were part of the internal customers of Hotel La Confianza, selected through a non-probabilistic sampling method based on the researcher's knowledge and judgment. The results of the research supported the general hypothesis, revealing a significant relationship between the variables, with a significance value of 0.01, leading to the rejection of the null hypothesis and the acceptance of the research hypothesis. Furthermore, a moderate positive correlation between administrative management and internal customer job satisfaction at Hotel La Confianza was demonstrated through the Pearson correlation coefficient. In conclusion, these findings emphasize the importance of improving administrative management with a focus on the employee as an internal customer, as this can have a positive impact on achieving organizational objectives. These implications are not only relevant to the studied hotel but also highlight the importance of effective management across the entire hotel industry to achieve success and maintain competitiveness in the market.
The general objective of this research was to determine the relationship between administrative management and internal customer satisfaction at Hotel La Confianza, Lunahuaná, Cañete-2022. The research approach adopted was quantitative, with a non- experimental cross-sectional design of a descriptive and correlational nature, following the deductive hypothetical method. The survey technique was used with two questionnaires, one for each variable. The sample consisted of the 16 employees who were part of the internal customers of Hotel La Confianza, selected through a non-probabilistic sampling method based on the researcher's knowledge and judgment. The results of the research supported the general hypothesis, revealing a significant relationship between the variables, with a significance value of 0.01, leading to the rejection of the null hypothesis and the acceptance of the research hypothesis. Furthermore, a moderate positive correlation between administrative management and internal customer job satisfaction at Hotel La Confianza was demonstrated through the Pearson correlation coefficient. In conclusion, these findings emphasize the importance of improving administrative management with a focus on the employee as an internal customer, as this can have a positive impact on achieving organizational objectives. These implications are not only relevant to the studied hotel but also highlight the importance of effective management across the entire hotel industry to achieve success and maintain competitiveness in the market.
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Keywords
Gestión administrativa, Satisfacción del cliente interno, Planeación,, Organización e integración, Dirección, Control.
Citation
Luyo Silvera, Luis Enrique - "Gestión administrativa y satisfacción laboral del cliente Interno del hotel la confianza, Lunahuaná-2022". - Tesis para optar el grado de Licenciada en Administracion de Turismo y Hoteleria. Escuela de pregrado. Facultad de Ciencias Empresariales. Universidad Nacional de Cañete. Cañete, Perú