Quality tourism services in the municipality of Puebla

Abstract

This research was conducted in the municipality of Puebla, with the objective of knowing the tourists' opinion regarding the quality of tourism products and services offered in the municipality of Puebla. As well as the participation of public and private sector among the different management actions that promote sustainability of tourism in the capital of Puebla. Nowadays, it is essential to offer high quality goods and services that satisfy the customer and exceeds their expectations, in a scheme of social responsibility and commitment to the environment, conservation of historic buildings and quality in gastronomy. To this end, the implementation of standards that regulate the quality of products and services in accordance with ISO 9001, 14001, 22000, 26000, related to tourism activities is considered. The qualitative-quantitative mixed method was applied. To obtain the information, 359 surveys were applied to tourists who visited the capital city of Puebla. Among the main results, it's highlighted how visitors feel respect to safety, quality of goods and services offered by the different suppliers, more than 70% of the tourists were satisfied. Concerning the implementation of ISO stardards, the 26000:2010 standard was the most used by companies, Social Responsibility followed by the 14001:2015 Environmental Management, among the conclusions, the implementation of ISO standards should be applied in all companies that offer tourism products and services, in order to meet the requirements of tourists and keep a relationship of respect and social responsibility with sustainability and the environment.