La calidad en el sector hotelero de Lima metropolitana
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Pontificia Universidad Católica del Perú
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Resumen
La presente investigación tiene como objetivo identificar el nivel de cumplimiento de
los nueve factores de éxito de la calidad en empresas del sector hotelero en Lima
Metropolitana con clasificación de dos, tres, cuatro y cinco estrellas, registradas en el
Ministerio de Comercio Exterior y Turismo (MINCETUR), en el año 2014. El sector
hotelero, motivo de la investigación, es importante, debido a que contribuye al crecimiento
del turismo. Si no existen las condiciones adecuadas de infraestructura de hospedaje y con
estándares de calidad de servicios, cualquier destino, por más atractivo que sea, no tendrá
oportunidad de enriquecer la actividad económica y sociocultural de su entorno.
Este trabajo tiene como antecedente el estudio realizado por Benzaquen (2013). La
investigación trató acerca del impacto del uso de los sistemas de gestión de calidad en las
empresas peruanas. En dicho aporte, el autor proporcionó las pautas para analizar de manera
detallada los nueve factores del Total Quality Management (TQM) en cualquier sector tanto a
nivel nacional como internacional.
El presente estudio tiene carácter descriptivo. En él, han participado 56 empresas del
sector hotelero, registradas en el MINCETUR en el año 2014, con clasificación de dos, tres,
cuatro y cinco estrellas, en Lima Metropolitana. A los encuestados, se les aplicó un
cuestionario que trató acerca de la implementación de la calidad en la empresa.
Posteriormente, los resultados de la muestra dieron como conclusión que el nivel de
cumplimiento de los factores del TQM tiende positivamente a cubrir los distintos requisitos
que exigen estos nueve factores.
This current research aims to identify the level of compliance of the nine success factors of quality in the hotel sectors in metropolitan Lima with two, three, four and five stars classifications, registered in the Ministry of Foreign Trade and Tourism (MINCETUR), in 2014. The hotel sector, which is the target of this research, is important because it contributes to the growth of tourism. If there are no adequate hosting facilities and service quality standards conditions, no destination, no matter how attractive they are, will have the opportunity to enrich its economic and social activities in its surroundings. This work has as its precedence from the study done by Benzaquen (2013). The investigation tried to determine the impact of the use of these quality management systems in Peruvian companies. In this study, the author provided guidelines to analyze in detail the nine factors of Total Quality Management (TQM) in any sector both nationally and international. This study has this descriptive character. In it, 56 hospitality companies, which are registered with MINCETUR in 2014 with two, three, four and five star ratings in Lima, participated. Respondents were administered a questionnaire that dealt with the implementation of quality in their company. Subsequently, the sample results led to conclude that the level of compliance of the factors of TQM tends positively to meet the various requirements that require these nine factors.
This current research aims to identify the level of compliance of the nine success factors of quality in the hotel sectors in metropolitan Lima with two, three, four and five stars classifications, registered in the Ministry of Foreign Trade and Tourism (MINCETUR), in 2014. The hotel sector, which is the target of this research, is important because it contributes to the growth of tourism. If there are no adequate hosting facilities and service quality standards conditions, no destination, no matter how attractive they are, will have the opportunity to enrich its economic and social activities in its surroundings. This work has as its precedence from the study done by Benzaquen (2013). The investigation tried to determine the impact of the use of these quality management systems in Peruvian companies. In this study, the author provided guidelines to analyze in detail the nine factors of Total Quality Management (TQM) in any sector both nationally and international. This study has this descriptive character. In it, 56 hospitality companies, which are registered with MINCETUR in 2014 with two, three, four and five star ratings in Lima, participated. Respondents were administered a questionnaire that dealt with the implementation of quality in their company. Subsequently, the sample results led to conclude that the level of compliance of the factors of TQM tends positively to meet the various requirements that require these nine factors.
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Palabras clave
Hoteles--Perú--Lima, Calidad total, Investigación cuantitativa
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