Estudio de la percepción de los turistas sobre la calidad del servicio al cliente en la Ciudad de Panamá
DOI:
https://doi.org/10.37387/ipc.v2i4.29Keywords:
Customer service, quality of service, tourism, culture, PanamaAbstract
In Panama, large economic investments depend on Tourism, therefore, the quality of the attention
given to these services is of great importance, in order to assure the sustainability of this sector. This
descriptive and transversal study included a survey (based on the SERVQUAL model) designed to
assess perception on quality and infrastructure for customer service in Panama, over a sample made
of 1664 analyzed tourists. From the applied survey, two factors were marked with lower scores: level
of interest on rendering a good service and level of understanding about the needs of the clients. Low
training for provision of customer service, as well as low level of English language proficiency by the
customer service providers where associated to an overall unfavorable perception from those who
were analyzed. This study demonstrates the need for decisive actions, designed to improve the quality
of customer service in Panama.
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