Estudio de calidad del servicio de guianza turística en la “Ruta de la Tortuga” (Santa Cruz - Galápagos)

Abstract

The aspects that allow to distinguish the elements of a service with respect to another, is the quality. The quality of the service of a tourist destination is related to the level of satisfaction of its visitors. The objective of this study is to know thelevel of quality of the guidance service for the tourist development of the Ruta de la Tortuga site in Santa Cruz, from an evaluation based on the ISO Standard. Through the mixed typology, various sections have been developed, which are governed in the following order: Part I, consists of the application of a satisfaction survey carried out on its visitors. Section II details the analysis of the bibliographic review that corresponds to the study variables, as well as the referential background of the subject of study, to conclude the study methodology, the results obtained, discussion, conclusions and recommendations.