Calidad en las empresas del sector hotelero de la región Lambayeque
Date
2018-05-10
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
La presente investigación, utilizó como guía el modelo TQM (Total Quality
Management) desarrollado por Benzaquen (2013b), con el propósito de medir el nivel de
calidad en las empresas del Sector Hotelero en el Departamento de Lambayeque, e
identificando el nivel de cumplimiento en cada uno de los nueve factores de éxito a través de
un cuestionario de 35 preguntas acerca de la implementación del TQM. El cuestionario se
aplicó a gerentes y representantes de atención al cliente, en una muestra de 146 hoteles con
clasificación de entre 3 a 5 estrellas, y utilizándose el programa estadístico SPSS para el
análisis de los datos. La confiabilidad de las preguntas del cuestionario se realizó calculando
el coeficiente Alpha de Cronbach.
Los resultados permitieron contrastar el propósito de esta investigación a través de la
medición del cumplimiento de los factores de éxito del TQM, pudiendo identificarse un alto
desempeño de los nueve factores de calidad, mostrando a su vez que solo los hoteles Costa
del Sol, Casa Andina y Los Portales, presentaron acreditaciones altas de calidad y que en la
actualidad han permitido encaminar su proceso de certificación.
Se puede referenciar, que las empresas del Sector Hotelero en el Departamento de
Lambayeque no cuentan con un sistema de gestión de calidad certificado, pero es importante
destacar que la evaluación del nivel de cumplimiento brinda resultados que facilitarían la
implementación del mismo
The research presented below used as a guide the TQM (Total Quality Management) model developed by Benzaquen (2013b) with the purpose of measuring the level of quality in companies operating within the hotel sector in the Department of Lambayeque. The level of compliance to each of the nine success factors was assessed via a questionnaire of 35 questions examining the implementation of TQM principles within each respondent company. The tool used was based on a survey directed to managers and representatives of customer service in the companies of this sector, with a sample size of 146 hotels, classified from 3 to 5 stars. Analysis of the information was carried out using the statistical program SPSS. The statistical reliability of the questionnaire questions was assessed by calculating the Cronbach Alpha coefficient. The results provided a contrast between the actual research findings and the fulfillment of the factors of TQM success by examining the performance level of the nine factors of TQM quality. The results indicate that only the hotels Costa del Sol, Casa Andina and Los Portales, presented high quality compliance and that at the present time this has assisted their certification process. Results can be used as a reference that companies of the hotel sector in the Departament of Lambayeque do not have a certified quality management system, but it is important to emphasize that the evaluation of the level of compliance provides results that would facilitate their implementation
The research presented below used as a guide the TQM (Total Quality Management) model developed by Benzaquen (2013b) with the purpose of measuring the level of quality in companies operating within the hotel sector in the Department of Lambayeque. The level of compliance to each of the nine success factors was assessed via a questionnaire of 35 questions examining the implementation of TQM principles within each respondent company. The tool used was based on a survey directed to managers and representatives of customer service in the companies of this sector, with a sample size of 146 hotels, classified from 3 to 5 stars. Analysis of the information was carried out using the statistical program SPSS. The statistical reliability of the questionnaire questions was assessed by calculating the Cronbach Alpha coefficient. The results provided a contrast between the actual research findings and the fulfillment of the factors of TQM success by examining the performance level of the nine factors of TQM quality. The results indicate that only the hotels Costa del Sol, Casa Andina and Los Portales, presented high quality compliance and that at the present time this has assisted their certification process. Results can be used as a reference that companies of the hotel sector in the Departament of Lambayeque do not have a certified quality management system, but it is important to emphasize that the evaluation of the level of compliance provides results that would facilitate their implementation
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Keywords
Calidad total, Hoteles -- Perú -- Lambayeque, Investigación cuantitativa
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