Incidencia de la gestión estratégica en la calidad de servicio ofrecido por museos públicos ubicados en la ciudad de Quito

Abstract

The dissertation proposes conducting research that assesses unique aspects, such as culture and quality perception. The objective is to analyze the strategic management implemented by public museums located in the city of Quito and its impact on the offered quality to apply success factors that enable visitor recurrence and resource optimization. Using a descriptive and mixed methodology, encompassing both a cross-sectional and field approach, a detailed evaluation of the compliance with strategic management is carried out according to the Ecuadorian Technical Standard (NTE) 2978 and the Comprehensive Strategic Plan 2023. Additionally, the Servperf evaluation model, adapted to the particularities of public museums, was employed to measure satisfaction levels and determine key factors that influence visitors' perception of quality. Through the collection of primary and secondary data, a statistical analysis is projected to establish the correlation between the criteria of strategic management and aspects related to quality perception. The obtained results serve as a foundation for developing specific improvement strategies that contribute to the success of public museums in the city of Quito, emphasizing the importance of understanding and addressing the needs and expectations of visitors in the cultural tourism context of the Ecuadorian capital.