The relationship between functional strategic management and service quality in Montecristo Casona Hotel-Arequipa

Huamani-Palomino W.; Zavala-Muñoz F.; Salazar-Sandoval F.; Villalobos-Meneses B.; Espinoza-Vasquez G.; Torres-Quiroz A.; Rua-Pomahuacre S. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2025) · DOI: 10.18687/laccei2025.1.1.1607

Resumen

The objective of this research is to identify the correlation between functional strategic management and service quality at the Hotel Montecristo Casona Arequipa-2020. The study carried out is based on an applied, descriptive and correlational research process. The selected sampling techniques are probabilistic sampling and strata sampling taken between the months of October to December 2020. The dimensions established for this research are: strategy formulation, strategy implementation, strategy evaluation and the analysis of the environment which has been related to the quality of service for Montecristo Casona hotel. The statistical technique for measuring the study variables was Spearman correlation because we worked with categorical data. Regarding the measurement of satisfaction, the Stanones test was used, establishing three categories: excellent, good and bad. Thus, we can conclude that there is a relevant correlation between functional strategy management and service quality at Montecristo Casona Hotel – Arequipa-2020.

Instituciones: Universidad Nacional del Callao