La medición de la calidad de los servicios prestados por los destinos turísticosel caso de las isla de La Palma

1. Bethencourt Cejas, María Yolanda
2. Díaz Pérez, Flora María
3. Sánchez Pérez, José
4. González Morales, María Olga

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DOI: 10.25145/J.PASOS.2005.03.021 DIALNET GOOGLE SCHOLAR lock_openRIULL editor

More publications in: Pasos: Revista de Turismo y Patrimonio Cultural

Abstract

Mature tourist destinations, such as Canary Islands, have been obliged by an increasing globalization of tourist offer destinations, located in non developed countries which are highly pricecompetitive, to improve the quality of their tourist services in self-defence. This work is based on an inquiry carried out in La Palma Island. This research took a representative sample of the visitors in the island. Starting from a previous definition of the quality concept applied to the tourist product, we analyzed tourists’ expectations as well as its assembly to the quality of the services tourists received, using SERVQUAL as measure scale.

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