Perceived Quality of Service in Tourist Transportation in the City of Baños de Agua Santa, Ecuador

Abstract

This study investigates the perceived quality of tourist transportation services in Baños de Agua Santa, Ecuador, utilizing the SERVQUAL model to assess service quality. Through an examination of the gap between tourists’ expectations and their actual experiences, the research aims to evaluate service quality. A survey of 203 tourists who utilized the “Chivas” tourist ground transportation service forms the basis of the analysis. The findings reveal significant negative gaps across all dimensions of service quality, indicating a shortfall in meeting tourists’ expectations. Notably, the reliability dimension exhibits the most pronounced gap, highlighting the importance of fulfilling service commitments to cultivate trust. The study underscores the crucial role of service quality in the tourism sector and proposes targeted improvements, including enhancing facility modernity, providing staff training, and enhancing service responsiveness and reliability. Addressing these gaps has the potential to enrich the tourist experience, bolster the positive image of transportation services, and enhance the city’s appeal.