Guía metodológica para el desarrollo de un sistema integrado de gestión para la sostenibilidad turística para agencias de viajes y turismo

Abstract

This work is the development of a methodological guide for a quality management system, environmental management and tourism sustainability in a travel agency, emphasizing tourism sustainability as one of the pillars of economic, sociocultural development and worldwide recognition. Through the development of this methodological guide for an integrated management system, the image is consolidated before clients and other interested parties, generating trust and credibility and, in turn, guaranteeing that services and products comply with quality standards, environmental management, and safety requirements. sectoral technical standards for travel agencies related to tourism quality and sustainability. The development of this methodological guide for an integrated management system (SGI) was carried out under a mixed research design of a sequential exploratory type: a collection of quantitative data from primary and secondary sources was carried out to know the situation of the service providers of tourism with emphasis on the travel agencies sector, then a documentary research was carried out, through the design of an extraction matrix for qualitative data (categories-bank of documents) that leads to the systematized bibliographic review established in a scheme for analysis and production of a synthesis, through criteria and procedures of the SALSA framework, later a correspondence analysis of the normative requirements, later determination and integration of qualitative and quantitative results and the validation of data and content is done through the judgment of experts to through the application of the Li scale kert and Cronbach's coefficient. Constituting a starting point for the structuring of a methodological guide, the UNE 661777: 2005 standard and the Icontec tool called self-diagnosis 9001: 2015 are selected, adapted and integrated into two more systems for an integrated management system, framed in three standards, ISO 9001: 2015, ISO 14001: 2015 and NTS-TS-003: 2018 sequentially aligned to the high-level structure and the PDCA cycle, as a result, the methodological guide for the development of an integrated system for sustainability is obtained. tourism for travel and tourism agencies, establishes the level of maturity according to the established requirements of the standards from an individual context or an integrated context to give a consolidated summary and an integration plan supported by prioritized tools, techniques and instruments according documentary analysis, linked to hyperlinks; its application contributes to achieving better sustainable performance (environmental-social-economic) for travel and tourism agencies.