Calidad turística para la fidelización del cliente en los restaurantes turísticos de Lunahuaná – Cañete 2022
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Date
2023-10-03
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Universidad Nacional de Cañete
Abstract
La presente investigación tuvo como objetivo determinar si existe relación entre la calidad turística y la fidelización de los clientes en los restaurantes turísticos de Lunahuaná, Cañete – 2022. De acuerdo a su finalidad, el tipo de investigación es sustantiva, de nivel correlacional, con enfoque cuantitativo y diseño no experimental transversal. Para su desarrollo se contó una muestra de 285 clientes, de una población de 500 clientes. Se utilizó el instrumento cuestionario, debidamente validado a través de juicio de expertos, y medido en su fiabilidad a través del coeficiente de Alfa de Cronbach. Para la prueba de hipótesis se aplicó la prueba no paramétrica de Coeficiente de Spearman. Los resultados obtenidos muestran que la calidad turística tuvo una moderada relación con la fidelización del cliente en los restaurantes turísticos de Lunahuaná, Cañete – 2022; de manera positiva, moderada (Rho = ,493) y significativa (p = 0,000 = 0,05) con la fidelización del cliente. Por lo que se concluye que sí existe una relación entre la calidad turística y la fidelización de los clientes.
The objective of this research was to determine if there is a relationship between tourist quality and customer loyalty in the tourist restaurants of Lunahuaná, Cañete - 2022. According to its purpose, the type of research is substantive, correlational level, with a focus quantitative and cross-sectional non-experimental design. For its development, a sample of 285 clients was counted, from a population of 500 clients. The questionnaire instrument was used, duly validated through expert judgment, and its reliability measured through Cronbach's Alpha coefficient. To test the hypothesis, the non-parametric Spearman Coefficient test was applied. The results obtained show that tourist quality had a moderate relationship with customer loyalty in the tourist restaurants of Lunahuaná, Cañete – 2022; positively, moderately (Rho = .493) and significantly (p = 0.000 = 0.05) with customer loyalty. Therefore, it is concluded that there is a relationship between tourism quality and customer loyalty.
The objective of this research was to determine if there is a relationship between tourist quality and customer loyalty in the tourist restaurants of Lunahuaná, Cañete - 2022. According to its purpose, the type of research is substantive, correlational level, with a focus quantitative and cross-sectional non-experimental design. For its development, a sample of 285 clients was counted, from a population of 500 clients. The questionnaire instrument was used, duly validated through expert judgment, and its reliability measured through Cronbach's Alpha coefficient. To test the hypothesis, the non-parametric Spearman Coefficient test was applied. The results obtained show that tourist quality had a moderate relationship with customer loyalty in the tourist restaurants of Lunahuaná, Cañete – 2022; positively, moderately (Rho = .493) and significantly (p = 0.000 = 0.05) with customer loyalty. Therefore, it is concluded that there is a relationship between tourism quality and customer loyalty.
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Keywords
Calidad turística, Calidad turística, capital humano
Citation
Mantuano Aburto, Grecia Solange - Calidad turística para la fidelización del cliente en los restaurantes turísticos de Lunahuaná – Cañete 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