Percepción de los visitantes respecto a los servicios turísticos del Museo de Arqueología, Antropología e Historia, Universidad Nacional de Trujillo
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Date
2020
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Universidad Nacional de Trujillo
Abstract
El presente informe de tesis tiene como finalidad determinar la percepción de los visitantes respecto a los servicios turísticos ofrecidos por el Museo de Arqueología, Antropología e Historia de la Universidad Nacional de Trujillo en cuanto a los elementos tangibles, la fiabilidad, la capacidad de respuesta, la seguridad y la empatía. Se empleó el instrumento de cuestionario de encuesta basada en el modelo SERVPERF (SERVice PERFormance): Percepción de los visitantes respecto a los servicios turísticos del Museo de Arqueología, Antropología e Historia, Universidad Nacional de Trujillo; el cual se aplicó a 154 visitantes entre los meses de enero a marzo de 2020; los resultados que se obtuvieron fueron: la percepción de los visitantes respecto a los servicios turísticos ofrecidos por el Museo de Arqueología, Antropología e Historia de la Universidad Nacional de Trujillo es favorable, es decir, se obtuvo como escala de medición “bueno”, prevaleciendo la escala 4, en cuanto por elementos tangibles, la fiabilidad, la capacidad de respuesta, la seguridad y la empatía se muestran bueno y muy bueno según los visitantes (figura 32). Los Elementos tangibles, se obtuvieron una escala bueno (4); la Fiabilidad, obtuvo la escala bueno (4); Capacidad de respuesta, obtuvo la escala bueno (4); Seguridad, obtuvo la escala bueno (4); y la Empatía, obtuvo la escala muy bueno (5); dando como conclusión que la percepción de los visitantes es favorable con respecto a los servicios turísticos. Las estrategias de mejora del servicio turístico ofrecido por el Museo serán aplicadas con accionar gestores del servicio turístico, con el apoyo de los gestores del Turismo en la Región La Libertad.
ABSTRACT The purpose of this thesis report is to determine the perception of visitors regarding the tourist services offered by the Museum of Archeology, Anthropology and History of the National University of Trujillo in terms of tangible elements, reliability, responsiveness, safety and empathy. The survey questionnaire instrument was used based on the SERVPERF model (SERVICE PERFORMANCE): Visitor's perception of the tourist services of the Museum of Archeology, Anthropology and History, National University of Trujillo; which was applied to 154 visitors between the months of January to March 2020; The results that were obtained were: the perception of visitors regarding the tourist services offered by the Museum of Archeology, Anthropology and History of the National University of Trujillo is favorable, that is, it was obtained as a "good" measurement scale, prevailing Scale 4, in terms of tangible elements, reliability, responsiveness, security and empathy is good and very good according to visitors (figure 32). The tangible elements, were obtained a good scale (4); Reliability, obtained a good scale (4); Responsiveness, obtained a good scale (4); Security, obtained the good scale (4); and Empathy, obtained a very good scale (5); giving as a conclusion that the perception of visitors is favorable with respect to tourist services. The strategies for improving the tourist service offered by the Museum will be applied with the action of managers of the tourist service, with the support of the managers of Tourism in the La Libertad Region
ABSTRACT The purpose of this thesis report is to determine the perception of visitors regarding the tourist services offered by the Museum of Archeology, Anthropology and History of the National University of Trujillo in terms of tangible elements, reliability, responsiveness, safety and empathy. The survey questionnaire instrument was used based on the SERVPERF model (SERVICE PERFORMANCE): Visitor's perception of the tourist services of the Museum of Archeology, Anthropology and History, National University of Trujillo; which was applied to 154 visitors between the months of January to March 2020; The results that were obtained were: the perception of visitors regarding the tourist services offered by the Museum of Archeology, Anthropology and History of the National University of Trujillo is favorable, that is, it was obtained as a "good" measurement scale, prevailing Scale 4, in terms of tangible elements, reliability, responsiveness, security and empathy is good and very good according to visitors (figure 32). The tangible elements, were obtained a good scale (4); Reliability, obtained a good scale (4); Responsiveness, obtained a good scale (4); Security, obtained the good scale (4); and Empathy, obtained a very good scale (5); giving as a conclusion that the perception of visitors is favorable with respect to tourist services. The strategies for improving the tourist service offered by the Museum will be applied with the action of managers of the tourist service, with the support of the managers of Tourism in the La Libertad Region
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Keywords
Calidad del servicio turístico, Turismo cultural, Oferta turística