Analysis of the quality of service and customer satisfaction in the practice of rafting in the Tena canton
Article Sidebar
Main Article Content
Abstract
Rafting is an activity that consists of navigating rivers, controlled by the navigator using oars, with equipment and trained personnel to guide the route. The purpose of this research is to analyze the quality of service and customer satisfaction in the practice of rafting in the Tena canton, year 2020. The design of the research was quantitative and descriptive, with the use of statistical methods of correlational coefficient and one-way ANOVA analysis of variance. A SERVQUAL model survey was applied to a sample of 385 clients of the travel agencies of the Tena canton. Among the results, it is evident that the quality index reflects tangibility as the dimension with the lowest average perception, the calculation of the General average of the 5 dimensions valued over a value of 4.06 represents 81.44% of the clients who perceive a good quality service according to the percentage degree 0-100% of the Likert scale. It was concluded that the highest gaps with the perception of the client and their expectation are tangibility (-0.06), reliability (-0.06) and empathy (-0.05), points where it is necessary to implement quality strategies, the Hypothesis analysis reflects a correlation coefficient on service quality and customer satisfaction with 0.828 and a significant one of 0.01, multivariate correlation analysis of quality dimensions such as tangibility and responsiveness, no are related to the customer's perception of the service.
Downloads
Article Details
References
Camara, C. J., & Ángeles, F. (2014). Metodología para la identificación, clasificación y evaluación de los recursos territoriales turísticos del centro de ciudad de Fort-de-France. Santiago de Cuba-Cuba : Facultad de Construcciones. Universidad de Oriente. .
Daza, J. (2013). Análisis de la medición de calidad en los servicios hoteleros. Criterio Libre(19), 263-280.
García Morales, G. (2012). EVALUACIÓN DEL POTENCIAL TURÍSTICO EN LA PLAYA NORTE DE EL MOGOTE, BAHÍA DE LA PAZ, B.C.S., MÉXICO. LA PAZ, B.C.S.: INSTITUTO POLITECNICO NACIONAL.
Gil Saura, I. S.-G. (2005). Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas. Cuadernos de Estudios Empresariales, 47-72.
Horna, A. A. (2012). 7 pasos para una tesis exitosa. En A. A. Horna. Lima: Universidad de San Martín de Porres.
Khattab, A., & Aldehayyat. (2011). Perceptions of Service Quality in Jordanian Hotels. International Journal of Business and Management(07), 226-236. Obtenido de http://search.proquest.com/openview/6841122ccd6d421da1c1576a81f1ab09/1?pq-origsite=gscholar
Mikery Gutiérrez, M. J. (2014). Potencial agroturístico de Tepexilotla, Veracreuz, México. Veracruz-México: Colegio de Potsgraduados-Campus Veracruz.
Ministerio de Turismo. (2020). Reglamento de Operación Turística de aventura. Quito-Ecuador: Recuperado el 29 de febrero del 2021, de https://www.turismo.gob.ec/wp-content/uploads/downloads/2020/08/Reglamento-de-Operacio%CC%81n-Turi%CC%81stica-de-Aventura-2020.pdf.
Saghier, E. (2013). Managing Service Quality: Dimensions of service quality: a study in Egypt. Journal of Strategic and International Studies(3), 90-99. Recuperado el 28 de Febrero de 2021, de http://www.isisworld.org/wp-content/uploads/JSIS_May2014.pdf#page=90
Thompson, I. (2005). La Satisfacción del Cliente. Boliva- La Paz: Rev Med.
Varo, J. (1994). Gestión estratégica de la calidad en los servicios sanitarios: un modelo de gestión hospitalaria. Díaz de Santos.
Velásquez, D. (2011). Medición de la satisfacción de usuarios de la Universidad del Valle.Cali: Univalle.