Publication: Principales variables para la gestión de la calidad del servicio de recepción de turismo de cruceros
Authors
Ruíz Quesada, Sonia Caridad ; Parada Gutiérrez, Óscar
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Publisher
Murcia: Servicio de Publicaciones de la Universidad de Murcia
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DOI
https://doi.org/10.6018/turismo.38.1511
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info:eu-repo/semantics/article
Description
Abstract
El turismo es una actividad clave en muchos países, constituyendo en la mayoría de las
naciones caribeñas la principal fuente generadora de ingresos y de empleo. En particular
la modalidad de cruceros constituye una alternativa de desarrollo para los destinos
turísticos receptivos del Caribe. Por tal motivo, el objetivo de este artículo es determinar las
principales variables que inciden en la gestión de la calidad en la recepción de turismo de
cruceros en el destino de Santiago de Cuba. Mediante el análisis de los datos recogidos en
entrevistas realizadas a un conjunto de expertos en el período de septiembre a octubre del
año 2014 en el destino turístico de Santiago de Cuba, se muestran los resultados obtenidos
que permitieron determinar las variables que poseen la mayor incidencia en la calidad del
servicio de recepción del turismo de crucero en el destino turístico de Santiago de Cuba. El
estudio se realizó aplicando Análisis de Componentes Principales (ACP) a las encuestas a
expertos en la materia y se validó el instrumento, a través, del coeficiente Alfa de Cronbach.
Posteriormente se sintetizaron los resultados, se hallaron las relaciones entre ellos y,
finalmente, se obtuvieron las variables o factores principales que inciden en la calidad del
servicio de recepción de cruceros y, ello permitió, el diseño de una metodología para la
gestión de la calidad del servicio de recepción de cruceros.
ABSTRACT: Tourism is a key activity in many countries, constituting the main source of income and employment in most Caribbean nations. Particularly, cruise modality is an alternative development for receptive tourist destinations in the Caribbean. Therefore, the aim of this article is to identify key variables that affect quality management in the reception of cruise tourism in the destination of Santiago de Cuba. By analyzing the data gathered from interviews with a group of experts in the period from September to October 2014 in the tourism destination of Santiago de Cuba, the results obtained that allowed establishing the appropriate variables with the highest impact on the quality the reception of cruise tourism in the destination of Santiago de Cuba were shown. The analysis was conducted using surveys to experts, Cronbach’s Alpha coefficient and Principal Component Analysis (PCA). Through these techniques, the results were synthesized, relations between them were found; and finally, the main variables or factors that led to projecting the design of the methodology for managing the quality of cruise reception were obtained.
ABSTRACT: Tourism is a key activity in many countries, constituting the main source of income and employment in most Caribbean nations. Particularly, cruise modality is an alternative development for receptive tourist destinations in the Caribbean. Therefore, the aim of this article is to identify key variables that affect quality management in the reception of cruise tourism in the destination of Santiago de Cuba. By analyzing the data gathered from interviews with a group of experts in the period from September to October 2014 in the tourism destination of Santiago de Cuba, the results obtained that allowed establishing the appropriate variables with the highest impact on the quality the reception of cruise tourism in the destination of Santiago de Cuba were shown. The analysis was conducted using surveys to experts, Cronbach’s Alpha coefficient and Principal Component Analysis (PCA). Through these techniques, the results were synthesized, relations between them were found; and finally, the main variables or factors that led to projecting the design of the methodology for managing the quality of cruise reception were obtained.
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Citation
Cuadernos de turismo, nº 38 (2016)
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