Calidad en los servicios de turismo activo de Extremadura

Abstract

The purpose of this study was to study the quality of the physical activity services in nature offered by workers of active tourism companies in Extremadura. In a complementary fashion, we also analysed whether the perceived quality of this service was influenced by the role of the worker within the company, either manager or sports monitor. The sample of participants was comprised of 25 workers: 16 monitors and 9 managers. To study the quality of the service, the questionnaire validated by Mediavilla (2013) was used. The results showed differences in both variables studied (Importance and Value of the item). Specifically, the managers attached more importance and rated more highly the questions on quality, since they scored the items on the questionnaire more highly (p < 0.001). The tasks derived from the professional exercise of workers in active tourism companies influence the perception of quality of the physical activities provided in nature. These results have revealed the groups of questions that rated higher or lower, and they allowed us to pinpoint the differences between groups. It is recommended that attention be paid to those items or questions which were rated lower in order to analyse the causes and implement specific working proposals to improve their relationship with the perception of quality of the service provided.