Diagnóstico y propuesta de implementación de un sistema de calidad, dirigido a las operadoras turísticas de Machala.

Abstract

In this research paper, a diagnosis is made according to the quality of service provided by tour operators, in addition to the formulation of a proposal for the implementation of a quality system aimed at the Tour Operators in the city of Machala. The deficiency in the quality of the provision of tourist services was determined as problematic, a factor directly related to services sales, with the search for information in primary and secondary sources as a review of scientific articles as a complement to the research work. Through a mixed approach applying the descriptive and inductive method. The methodological instruments surveys, and interviews, which reflected the results of the research, through the information obtained, identified the negative factors that occur in companies linked to tourism activity. In addition to determining the current situation of the Tour Operators, it was consequently concluded that providing a quality service influences the mind of the consumer.