Service quality and tourist satisfaction at Sandoval Lake, Tambopata National Reserve
Keywords:
competitiveness, ecotourism, infrastructure, perception, SERVQUALAbstract
The objective of this study was to determine the relationship between the quality of the service offered and the level of satisfaction of tourists during the period 2020-2021. A non-experimental, cross-sectional and correlational design was applied, with a quantitative approach. The sample consisted of 367 tourists, selected by simple random probability sampling. Structured surveys were used to collect data, which were analyzed with SPSS software, applying descriptive and correlational analysis. The results indicated that quality perceptions exceeded expectations in most dimensions, especially highlighting security and empathy with 76% and 68.4% high satisfaction, respectively. However, the dimension of tangible elements was the least valued, suggesting the need to improve the infrastructure and physical resources available. In conclusion, the quality of service at Sandoval Lake significantly influences tourist satisfaction. It is recommended to invest in infrastructure improvements to ensure a comprehensive and competitive experience, aligned with visitors' expectations.
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Copyright (c) 2024 Valeria Viviana Condo-Salas, Analí Gallegos-Chacón, Wilson Wily Sardón-Quispe, Oscar Gustavo Guadalupe-Zevallos
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