Level of satisfaction of tourists at Lake Yacumama in the Las Piedras district, Peru
Keywords:
quality, ecotourism, safety, SERVQUAL, tourismAbstract
The study focused on evaluating the level of satisfaction of tourists who visited Lake Yacumama, using a quantitative, non-experimental, cross-sectional approach. The results revealed that visitors' perceptions exceeded expectations in key dimensions such as reliability, sensitivity, safety and empathy, confirming that the service meets high quality standards. The analysis, based on the SERVQUAL model, showed that perceptions of service quality were positive, with a particularly high rating for the attention provided by tour guides; in the tangible elements dimension, a smaller gap was observed, suggesting that facilities and equipment could be improved to match the quality perceptions observed in other areas of the service. This finding highlights the need to invest in infrastructure and physical resources to optimize the tourism experience. In conclusion, it highlights the importance of maintaining a high quality service focused on customer service and safety, while recommending the implementation of strategies to improve facilities and consolidate Lake Yacumama as a competitive tourist destination in Peru.
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Copyright (c) 2024 Elizabeth Lleras-Mamani, Daniel Racua-Cachique, Carlo Teófilo Aguilar-Pérez
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