Biblioteca Digital de VanguardiaAssessment of the quality of the tourist service in Cartagena de Indias, Colombia.
Cartagena de Indias (Colombia) has remained the third city in the country where the largest proportion of national tourists converge, also presenting a growing increase in international tourist arrivals. To continue on this growth path, the local government and businessmen must concentrate their eff...
| Autores principales: | , , |
|---|---|
| Formato: | Revistas |
| Lenguaje: | Español |
| Publicado: |
Universidad de Cartagena
2019
|
| Acceso en línea: | https://revistas.unicartagena.edu.co/index.php/panoramaeconomico/article/view/2641 |
| _version_ | 1782340335899246592 |
|---|---|
| author | Vergara Schmalbach, Juan Carlos Cortez Cantero, María Carolina Martínez Correa, María Fernanda |
| author_facet | Vergara Schmalbach, Juan Carlos Cortez Cantero, María Carolina Martínez Correa, María Fernanda |
| author_sort | Vergara Schmalbach, Juan Carlos |
| collection | Revista |
| description | Cartagena de Indias (Colombia) has remained the third city in the country where the largest proportion of national tourists converge, also presenting a growing increase in international tourist arrivals. To continue on this growth path, the local government and businessmen must concentrate their efforts on monitoring and increasing the satisfaction of tourists, in order to attract new visitors and retain those who have already visited the city. In this sense, the present work aims to show the results of the assessment of service quality in the city, based on the products and services offered and the identification of their attributes, in order to design recommendations and strategies that point to the improvement of the service in the destination, its promotion and image. This was achieved through the determination of the key factors of your stay and the intention of new visits by applying a structural equation model, establishing significant relationships between attributes and identifying the key elements that affect satisfaction. To carry out the study, 384 definitive surveys were applied to national tourists during the year-end season (2017-2018) that allowed the validation of the proposed model, with general conditions that will facilitate the evaluation of the Cartagena tourist service. It is concluded that the dimensions such as empathy, responsiveness and tangibility have an influence on satisfaction. In turn, satisfaction turned out to be a determining aspect of the future intentions of the national tourist. |
| format | Revistas |
| id | oai:revistas.unicartagena.edu.co:article-2641 |
| institution | Revista Panorama Económico |
| language | Español |
| publishDate | 2019 |
| publisher | Universidad de Cartagena |
| record_format | ojs |
| spelling | oai:revistas.unicartagena.edu.co:article-26412020-06-27T08:14:12Z Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. Valoración de la calidad del servicio turístico de Cartagena de Indias, Colombia. Évaluation de la qualité du service touristique à Carthagène des Indes, Colombie. Vergara Schmalbach, Juan Carlos Cortez Cantero, María Carolina Martínez Correa, María Fernanda Evolución Validación Selección de modelos Economía Regional Estudios industriales Turismo Desarrollo Evolution Validation Selection of models Regional Economics Industrial studies Tourism Development Cartagena de Indias (Colombia) has remained the third city in the country where the largest proportion of national tourists converge, also presenting a growing increase in international tourist arrivals. To continue on this growth path, the local government and businessmen must concentrate their efforts on monitoring and increasing the satisfaction of tourists, in order to attract new visitors and retain those who have already visited the city. In this sense, the present work aims to show the results of the assessment of service quality in the city, based on the products and services offered and the identification of their attributes, in order to design recommendations and strategies that point to the improvement of the service in the destination, its promotion and image. This was achieved through the determination of the key factors of your stay and the intention of new visits by applying a structural equation model, establishing significant relationships between attributes and identifying the key elements that affect satisfaction. To carry out the study, 384 definitive surveys were applied to national tourists during the year-end season (2017-2018) that allowed the validation of the proposed model, with general conditions that will facilitate the evaluation of the Cartagena tourist service. It is concluded that the dimensions such as empathy, responsiveness and tangibility have an influence on satisfaction. In turn, satisfaction turned out to be a determining aspect of the future intentions of the national tourist. Cartagena de Indias (Colombia) se ha mantenido como la tercera ciudad del país donde convergen la mayor proporción de turistas nacionales, presentando, además, un creciente aumento en las llegadas de turistas internacionales. Para continuar con esta ruta de crecimiento, el gobierno local y empresarios deben concentrar sus esfuerzos en vigilar e incrementar la satisfacción de los turistas, con el fin de atraer nuevos visitantes y fidelizar a aquellos que ya han visitado la ciudad. En este sentido, el presente trabajo tiene como objetivo mostrar los resultados de la valoración de la calidad del servicio en la ciudad, a partir de los productos y servicios ofrecidos y la identificación de sus atributos, con el fin de diseñar recomendaciones y estrategias que apunten al mejoramiento del servicio en el destino, su promoción e imagen. Lo anterior se logró través de la determinación de los factores clave de su estadía e intenciones de nuevas visitas mediante la aplicación de un modelo de ecuaciones estructurales, estableciendo relaciones significativas entre atributos e identificando los elementos clave que afectan la satisfacción. Para llevar a cabo el estudio, se aplicaron 384 encuestas definitivas a turistas nacionales, durante la temporada de fin de año (2017-2018) que permitieron la validación del modelo propuesto, con condiciones generales que facilitarán la evaluación del servicio turístico de Cartagena. Se concluye que las dimensiones como empatía, capacidad de respuesta y tangibilidad tienen influencia en la satisfacción. A su vez, la satisfacción resultó ser un aspecto determinante de las intenciones futuras del turista nacional. Carthagène des Indes (Colombie) est restée la troisième ville du pays où converge la plus grande proportion de touristes nationaux, présentant également une augmentation croissante des arrivées de touristes internationaux. Pour continuer sur cette voie de croissance, le gouvernement local et les hommes d'affaires doivent concentrer leurs efforts sur le suivi et l'augmentation de la satisfaction des touristes, afin d'attirer de nouveaux visiteurs et de fidéliser ceux qui ont déjà visité la ville. En ce sens, le présent travail vise à montrer les résultats de l'évaluation de la qualité de service dans la ville, sur la base des produits et services offerts et l'identification de leurs attributs, afin de concevoir des recommandations et des stratégies qui pointent vers l'amélioration de la service dans la destination, sa promotion et son image. Cela a été réalisé grâce à la détermination des facteurs clés de votre séjour et à l'intention de nouvelles visites en appliquant un modèle d'équation structurelle, en établissant des relations significatives entre les attributs et en identifiant les éléments clés qui affectent la satisfaction. Pour mener à bien l'étude, 384 enquêtes définitives ont été appliquées aux touristes nationaux au cours de la saison de fin d'année (2017-2018) qui ont permis la validation du modèle proposé, avec des conditions générales qui faciliteront l'évaluation du service touristique de Carthagène. Il est conclu que les dimensions telles que l'empathie, la réactivité et la tangibilité ont une influence sur la satisfaction. À son tour, la satisfaction s'est avérée être un aspect déterminant des intentions futures du tourisme national. Universidad de Cartagena 2019-04-01 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://revistas.unicartagena.edu.co/index.php/panoramaeconomico/article/view/2641 10.32997/2463-0470-vol.27-num.2-2019-2641 Panorama Económico Journal; Vol. 27 No. 2 (2019); 544-558 Panorama Económico; Vol. 27 Núm. 2 (2019); 544-558 Panorama Económico; v. 27 n. 2 (2019); 544-558 2463-0470 0122-8900 10.32997/2463-0470-vol.27-num.2-2019 spa https://revistas.unicartagena.edu.co/index.php/panoramaeconomico/article/view/2641/2216 /*ref*/Cassel, C., Hackl, P., & Westlund, A. H. (1999). Robustness of partial least-squares method for estimating latent variable quality structures. Journal of Applied Statistics, 26(4), 435-446. https://doi.org/10.1080/02664769922322 /*ref*/Centro de Información Turística de Colombia. (2018). Estadísticas Nacionales-Turísmo Receptor. Retrieved from http://citur.linktic.com/estadisticas/df_cruceros/barcos/8 /*ref*/Centro de Pensamiento Turístico - Colombia. (2018). Índice de Competitividad Turística Regional de Colombia-ICTRC. Bogotá D. C. /*ref*/Chin, W. W., & Newsted, P. R. (1999). Structural Equation Modeling Analysis with Small Samples Using Partial Least Square. In Statistics Strategies For Small Sample Research (pp. 307-341). New York: SAGE Publications. /*ref*/Cronin, J. J., & Taylor, S. A. (1992). Measuring Quality: A Reexamination and. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304 /*ref*/Crosby, P. B. (1992). The eternally successful organization: the art of corporate wellness. New York: First Mentor Priniting. /*ref*/F. Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM). European Business Review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128 /*ref*/Garvin, D. (1984). What Does "Product Quality" Really Mean? MIT Sloan Management Review, 26(1). Retrieved from https://sloanreview.mit.edu/article/what-does-product-quality-really-mean/ /*ref*/Garvin, D. (1987). Competing on the eight dimensions of quality. Harvard Business Review, 65(6), 101-109. /*ref*/Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector (Paperback). Helsingfors. /*ref*/Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). Advances in International Marketing. Bingley: Emerald Group Publishing. /*ref*/Holbrook, M. (2002). Intrduction to consumer value. In M. Holbrook (Ed.), Consumer Value: A framework for analysis and research (pp. 1-28). London: Routledge. https://doi.org/10.4324/9780203010679 /*ref*/Monecke, A., & Leisch, F. (2012). semPLS: Structural Equation Modeling Using Partial Least Squares. Journal of Statistical Software, 48(3), 1-32. https://doi.org/10.18637/jss.v048.i03 /*ref*/Redacción Economía. (2019). 2018 fue el mejor año para el turismo en Colombia. El Espectador, p. 1. Retrieved from https://www.elespectador.com/economia/2018-fue-el-mejor-ano-para-el-turismo-en-colombiaarticulo-840013 /*ref*/Vergara-Schmalbach, J. C., & Quesada, V. M. (2013). Valoración de la Calidad del Servicio Mediante Modelos de Ecuaciones Estructurales (No. 1). Cartagena de Indias: Universidad de Cartagena. /*ref*/Vergara-Schmalbach, J. C., Quesada, V. M., & Blanco, I. (2012). Factores clave para la valoración de la calidad del servicio y satisfacción del cliente: Modelos causales, desarrollo y evolución. Revista Virtual Universidad Católica Del Norte, 35(1), 380-400. /*ref*/Wang, M., Wright, J., Brownlee, A., & Buswell, R. (2016). A comparison of approaches to stepwise regression on variables sensitivities in building simulation and analysis. Energy and Buildings, 127(1), 313-326. https://doi.org/10.1016/j.enbuild.2016.05.065 /*ref*/Zeithaml, V. A. (1981). How Consumer Evaluation Processes Differ Between Goods and Service. Marketing of Service, 9(1), 186-190. /*ref*/Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52(2), 35. https://doi.org/10.2307/1251263 /*ref*/Zeithaml, V. A., Parasuraman, L. L., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Simon and Schuster. Derechos de autor 2019 Panorama Económico https://creativecommons.org/licenses/by-nc-sa/4.0 |
| spellingShingle | Vergara Schmalbach, Juan Carlos Cortez Cantero, María Carolina Martínez Correa, María Fernanda Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title | Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title_full | Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title_fullStr | Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title_full_unstemmed | Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title_short | Assessment of the quality of the tourist service in Cartagena de Indias, Colombia. |
| title_sort | assessment of the quality of the tourist service in cartagena de indias, colombia. |
| url | https://revistas.unicartagena.edu.co/index.php/panoramaeconomico/article/view/2641 |