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UNIVERSIDAD CATÓLICA DE SANTA MARÍA FACULTAD DE CIENCIAS Y TECNOLOGIAS SOCIALES Y HUMANIDADES PROGRAMA PROFESIONAL DE TURISMO Y HOTELERÍA “ANALISIS DE CALIDAD DEL SERVICIO A BORDO OFRECIDO EN LOS TRENES TURÍSTICOS DE LA EMPRESA PERURAIL, RUTA OLLANTAYTAMBO–AGUAS CALIENTES-2012-2013” Presentado por la Bachiller FIORELLA FLOREZ ZAPATA Para optar el Título Profesional de Licenciada en Turismo y Hotelería AREQUIPA – PERÚ 2014 AGRADECIMIENTOS A la Universidad Católica de Santa María, nuestra Alma Mater, por ser nuestra Casa Superior de formación profesional, en el que nos forjamos para ser muy buenos y excelentes profesionales y a mis profesores del Programa de Turismo y Hotelería, por impartir sus enseñanzas sobre las correctas prácticas de Calidad de Servicio hacia los turistas e inculcar sus conocimientos en la carrera que amo. Al Gerente General de PERURAIL y a las personas que con él me apoyaron y contribuyeron para que pueda recopilar la información para esta Tesis; muy en especial a Patricia Vargas, quien además de ayudar a reunir información me dedicó su amistad y profesionalismo para lograr este objetivo y se haga realidad. Muchas gracias ii DEDICATORIA A Ginés Zapata, mi madre, por haberme inculcado la ética de trabajo y superación quien ha sido y será el impulso y ejemplo para llegar donde estoy ahora; por su paciencia y compañía en cada paso para ejecutar mi proyecto inspirando y alentándome a ser perseverante. A Valdemiro Ghibellini, por creer en mí; por impulsar e inspirarme cada día a ser superior en todo y por enseñar que una persona buena siempre puede ser aún mejor. Fiorella Florez Zapata iii ÍNDICE AGRADECIMIENTOS .......................................................................................... ii DEDICATORIA ..................................................................................................... iii INDICE .................................................................................................................. iv Índice de Cuadros ................................................................................................ viii Índice de Gráficos .................................................................................................. xi Índice de Imágenes .............................................................................................. xiii Índice de Esquemas ............................................................................................... xv RESUMEN .......................................................................................................... xvi SUMMARY ........................................................................................................ xvii Introducción……………………………………. ............................................... xviii CAPÍTULO I PLANTEAMIENTO TEÓRICO 1. ENUNCIADO .................................................................................................. 19 1.1. PLANTEAMIENTO TEÓRICO ............................................................ 19 1.2. FORMULACIÓN DEL PROBLEMA ................................................... 21 1.2.1. Problema General ........................................................................ 22 1.2.2. Problemas Específicos ................................................................ 22 2. DESCRIPCIÓN ............................................................................................... 22 2.1. CAMPO ÁREA Y LÍNEA ...................................................................... 24 2.2. NIVEL DE INVESTIGACIÓN ............................................................... 24 2.3. TIPO DE INVESTIGACIÓN ................................................................ 24 2.4. ANÁLISIS DE VARIABLES ............................................................... 25 3. JUSTIFICACIÓN ............................................................................................ 26 3.1. POR SU RELEVANCIA ......................................................................... 26 3.2. POR SU NATURALEZA ...................................................................... 26 3.3. POR SU MAGNITUD ........................................................................... 26 3.4. ASPECTOS ECONÓMICOS ................................................................. 27 3.5. ASPECTOS SOCIALES ........................................................................ 27 3.6. TRASCENDENCIA PERSONAL PROFESIONAL .............................. 27 4. MARCO TEÓRICO ........................................................................................ 28 4.1. HISTORIA Y EVOLUCIÓN DEL TRASPORTE ................................. 28 iv 4.2. ANTECEDENTES HISTÓRICOS FERROCARRIL EN EL MUNDO 29 4.3. TRANSPORTE TURÍSTICO FÉRREO EN EL MUNDO………….. ... 30 4.3.1. Trenes de Alta Velocidad………………………. ......................... 34 4.4. HISTORIA DE LOS FERROCARRILES EN EL PERÚ ....................... 43 4.4.1. Ferrocarriles del Sur…….. ............................................................ 50 4.4.2. Reseña histórica del ferrocarril Cusco–Machupicchu ................... 58 4.5. EMPRESA NACIONAL DE FERROCARRILES ENAFER ................ 60 4.6. PERURAIL. S.A. .................................................................................... 62 4.6.1. Antecedentes históricos de la Empresa PERURAIL S.A. .......... 62 4.6.2. Descripción de la Empresa .......................................................... 69 4.6.3. Organigrama de la Empresa ........................................................ 71 4.6.4. Misión, Visión, Objetivos, Princ. y Proced................................. 72 4.6.5. Programas de Reservas ............................................................... 83 4.6.6. Transporte turístico según temporada ......................................... 84 4.6.7. Argumentario de Rutas y Horarios ........................................... 84 4.6.8. Cuadros de Servicios y Características de los Trenes. ................ 86 4.6.9. Servicios de Transportes Turísticos ........................................... 90 4.6.9.1. Hiram Bingham .............................................................. 90 4.6.9.2. Vistadome ....................................................................... 94 4.6.9.3. Expedition… ................................................................. 101 4.6.9.4. Andean Explorer…………………… ........................... 103 4.6.9.5. Tren Local (solo peruanos)… ....................................... 104 4.6.9.6. Transporte Cargo ......................................................... 105 4.6.9.7. Estad. y Porcentajes en los Serv. Turist.2012-2013 .... .106 4.6.9.8. Logros, certificación, premios obtenidos .................... 114 4.7. REGIÓN CUSCO ................................................................................. 116 4.8. ESTADÍSTICAS POR PAÍSES: LLEGADA DE TURISTAS INTERNACIONALES A PERÚ ...................................................... 119 4.9. ESTADÍSTICAS Y PORCENTAJES DE PREFERENCIAS Y ARRIBOS (CUSCO - MACHUPICCHU)………………… ............. 122 4.10. COMPORTAMIENTO DE TURISTAS SEGÚN PROMPERÚ… …130 4.11. SERVICIOS TURÍSTICOS…………. ............................................... 131 4.12. DEFINICIÓN DE CALIDAD POR ALGUNOS AUTORES…….. 133 4.13. PROCESOS DE LA CALIDAD……………………… ..................... 141 v 4.14. PLAN NAC. DE CALIDAD TURÍSTICA EN EL PERÚ ................ 141 4.15. SISTEMAS DE GESTIÓN DE CALIDAD ISO ................................ 144 4.16. HERRAMIENTA DE MEDICIÓN SERVQUAL ............................. 149 4.17. ENCUESTA DE TESIS (aplicando SERVQUAL)…….. .................. 152 5. OBJETIVOS .................................................................................................. 154 5.1. OBJETIVO GENERAL ....................................................................... 154 5.2. OBJETIVOS ESPECÍFICOS ............................................................... 154 6. HIPÓTESIS .................................................................................................... 155 CAPÍTULO II 2. PLANTEAMIENTO OPERACIONAL……………………….. ................ 156 2.1. TÉCNICAS ............................................................................................. 156 2.2. INSTRUMENTO .................................................................................... 156 2.2.1. Ficha de Observación ................................................................... 156 2.2.2. Encuestas ....................................................................................... 157 2.3. CAMPO DE VERIFICACIÓN .............................................................. 157 2.3.1. Ámbito .......................................................................................... 157 2.3.2. Temporalidad ................................................................................ 157 2.3.3. Unidad de Estudio ......................................................................... 158 2.3.3.1. Universo o Población ............................................................ 158 2.3.3.2. Criterios para el Manejo de Resultados ................................ 159 2.4. ESTRATEGIA DE RECOLECCIÓN DE DATOS .................................... 162 2.4.1. Organización ..................................................................................... 162 2.4.2. Determinación de Población ............................................................ 163 2.4.3. Procesamiento de Datos ................................................................... 163 CAPÍTULO III 3. RESULTADOS DE LA INVESTIGACIÓN……………………… ........... 164
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