Asignación de recursos, satisfaccción del visitante, administración y manejo de parques nacionales en Costa Rica, Honduras y Nicaragua
DOI:
https://doi.org/10.25145/j.pasos.2007.05.026Palabras clave:
Satisfacción, Modelo expectativas-desconfirmacion, Manejo de parques nacionales, Asignación presupuestaria, Centro AméricaResumen
El rápido crecimiento en él numero de nuevos visitantes, que se prevé ocurrirá en los parques nacionales de la América Central en los próximos años, hace necesario que los administradores de parques de la región consideren cada vez mas el nivel de satisfacción de los visitantes, por lo que se les ofrece a los visitantes en materia de infraestructura, servicios y opciones recreativas, en sus procesos de planificación y manejo de los parques. Un estudio basado en 915 encuestas, 312 a visitantes de origen local y 603 a visitantes de origen extranjero fue realizado en Honduras, Nicaragua y Costa Rica, con el fin de determinar la brecha en satisfacción de los visitantes con la infraestructura, los servicios y las opciones recreativas, utilizando una forma modificada del modelo de brecha basado en la teoría de las expectativas-desconfirmacion. El estudio encontró que había diferencias y semejanzas significativas al nivel de 95% de probabilidad entre las caracterizas socio-demográficas y los niveles de satisfacción de los visitantes locales y extranjeros a los diferentes parques y entre los visitantes locales y extranjeros en cada parque. Modelos estandarizados fueron identificados para cada parque en cada categoría de visitante los cuales permitieron identificar aquellas variables que más influenciaban la brecha en satisfacción. El material anterior permitió además identificar aquellas áreas más importantes a las cuales se les deberían asignar recursos financieros para mejorar en el corto plazo los niveles de satisfacción de los visitantes.
Descargas
Citas
Absher, J.D. 1998 “Customer Service measures for na- tional forest recreation”. Journal of Parks and Recreation administration. 16(3): 31-42.
Aguirre, Juan A. 2005 “Economics of Tourism and Recreation in National Parks in Central
America”. Book in preparation Chapter 1. The Park Visitor: The New Land User. Atenas. Costa Rica: The School for Field Studies.
Akama, J.S. and Mukethe Kiety, Damiannah 2002 “Measuring tourist satisfaction with the Kenya's wildlife safari: a case study of Tsavo West National Park”. Tourism Management, 24: 73-81.
Bitner, M.J., and Hubbert, A.R. 1994 “Encounter Satisfaction versus Over- all Satisfaction versus Quality: The Customer's Voice”. In Rust, R.T and Oliver, R.L.(Eds.). Service Quality: New Direc- tions in Theory and Practice. Thousand Oak, CA: Sage, 72-92.
Burns, Robert C, Graefe, Alan R and Absher, James D. 2003 “Alternate measurement approaches to recreational customer satisfaction: satisfaction-only vrs gap scores”. Leisure Science. 25: 363-380.
Chang Chia Ming, Chen Chin Tsu and Hsu Chin Hsien 2002 “A Review of Service Quality in corporate and Recreational Sport/Fitness Programs”. United States Sports Academy Journal. 5(3).
Erevelles and Leavitt 1992 “A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 8: 53-58.
Graham R., P. Nilsen and Payne R. J. 1988 “Visitor management in Canadian national parks”. Tourism Management, 9(1): 44-61.
Ham, Sam H y Whipple, Rob. 1998 Volcan Masaya National Park Visitor Profile, Nicaragua. Department of Re- source Recreation and Tourism. College of Forestry, Wildlife and Range Science. University of Idaho. Research Report. AED
Ham, Sam and Weiler, Betty 2000 Perfil de los Turistas en las Areas Protegidas de la Cuenca del Canal de Panama. Eoturismo en la Cuenca del Canal de Panama. Segunda Parte. De- partment of Resource Recreation and Tourism. College of Forestry, Wildlife and Range Science. University of Idaho. Informe Final de Investigacion. Poyecto 222429-30.
Hom, Willard 2000 An Overview of Customer Satisfaction Models. R P Proceedings. Chancellor's Office. Calfifornia Community College. Pages 99-110.
Howat,G., Absher,J.D., Crilley,G., and Milene, I. 1996 “Measuring Customer Quality in sports and leisure centers”. Managing Leisure, 1: 77-89.
Johnson Andrew K. and Dawson Chad P. 2004 “An Exploratory Study of the Complexities of Coping Behavior in Adirondack Wilderness”. Journal of Environ- mental Systems. 26(3): 281-293.
Kozak, M. 2001 “Comparative assessment of tourist satisfaction with destinations across two nationalities”. Tourism Management. 22(4): 391-401.
Latu, Tavite M and Everett, Andre M. 2000 Review of Satisfaction Research and Measurement Approaches. Science and Research Internal Report No 183. Department of Conservation. Wellington N.Z.
Leminen, Seppo 2001 “Gaps in buyer seller-relationships” Management Decisions. 39(3): 180.
Mackoy, R.D and Spreng, R.A. s/f “The Dimensionality of Costumer Satisfaction and Dissatisfaction; An Empirical Examination”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 9: 104-104.
National Park Services 1998 National Park System. Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. Washington, D.C.
National Park Services 1999 National Park System.Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. Washington, D.C.
National Park Services 2000 National Park System.Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. Washington, D.C.
National Park Services 2001 Visitor Survey Card: VSC Workbook. Survey Instructions and Guidelines and Survey Analysis and Reporting Guidelines. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. 2001 National Park System.Visitor Survey
Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. Washington, D.C.
National Park Services 2002 National Park System.Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services Washington, D.C.
National Park Services 2003 National Park System.Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Ser- vices. Washington, D.C.
National Park Services 2004 National Park System.Visitor Survey Card Report. United States Department of the Interior. Report Prepare by the University of Idaho Cooperative Park Studies Unit for the National Park Services. Washington, D.C.
National Quality Research Center 2004 American Consumer Satisfaction Index University of Michigan Business School. Cloes Fornell International Group and Federal Consulting Group. Natural Resource Conservation Service.Environmental Quality Incentives Program.Customer Satisfaction Study. Final Report. Michigan.
Noe Francis P., McDonald Cary D., and Hammitt William E. 1987 “Exchange Satisfaction for Fees: Willingness to Pay for a Park Environment”. Journal of Environmental Systems. 16.
Oliver, R.L. 1994 “Conceptual Issues in the Structural Analysis of Consumption Emotion. Satisfaction, and Quality: Evidence in a Service Setting”. In Allen, C.T and John, D.R. (Eds). Advances in Consumer Ressearch, Vol. 21. Association for Consumer Research. Provo. UT, 16-22.
Oliver, R. 1997 Satisfaction: A Behavioral Perspective on the Consumer. Boston: McGraw-Hill, 1997.
Oliver, R.1999 “Value as Excellence in the Consumption Experience”. In M. Holbrook (Ed.), Consumer Value: A framework for Analysis and Research. 43-62, New York: Routledge, 1999.
Parasuraman, A., Zeithami, V.A., and Berry, L.L. 1985 “A Conceptual Model of service quality and its implications for future re- search”. Journal of Marketing, 49(Fall):41-50.
Parasuraman, A., Zeithami, V.A., and Berry, L.L. 1988 “SERVQUAL: A multiple items scale for measuring consumer perception of service quality”. Journal of Retailing. 64(1): 12-37.
Parks Canada 2003 State of Protected Heritage Areas. Annual Report. (e.g., www.iccsisac.- org/eng/cf-02.htm
Reichel A, Lowengart Oded and Milman Ady 2000 “Rural tourism in Israel: service quality and orientation”. Tourism Management, 21(5): 451-459.
Reynolds, P.C., and Braithwaite, Dick, 2002 “Toward a conceptual framework for wildlife tourism”. Tourism Management, 22: 31-42.
Shazo, I.R. y Monestel Vega, Luis 1999 Costa Rica. Caracterización de los Visitantes y sus Opiniones para las Principales Areas Protegidas Publicas y Privadas. Development Discussion Pa- pers No 689. Central American Project Series. Harvard Institute for International Development. Harvard University.
Swan, J.E., Martin, W.S., and Trawick Jr, Frederick 2003 Compensatory Birding: An Ethnography of Avoiding Dissapointment and Producing Satisfaction in Birding. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Provo. 16: 157-166.
Tian-Cole, Shu; Crompton, J.L., and Will- son, Victor. L. 2002 “An Empirical Investigation of the Relationships Between Service Quality, Satisfaction and Behavioral Intentions Among Visitors to a Wildlife Refugees”. Journal of Leisure Research. 34(1): 1-24.
Thomas Stacy R, Scott David, and Crompton. John L. 2002 “An investigation of the relationships between quality of service performance, benefits sought, satisfaction and future intention to visit among visitors to a zoo”. Managing Leisure. 4: 239-250.
Yu, Larry and Goulden, Monthuya 2005 “A comparative analysis on international tourist's satisfaction in Mongolia”. Tourism Management. Article in Press. Accepted for Publication. 16 June 2005. Available online at www.sciencedirect.com
United Nations Environmental Program 2005 “World Data base of Protected Areas”.
Current Site Summary. Central America. www.sea.unep-wcmc.org/wdbpa/statistics/region2.cfm?a Region contains: Belice, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama. 11/25/2005.
Webb, Dave and Hassall, Kate 2002 “Measuring visitor satisfaction in Western Australia's conservation state”. Journal of Consumer Satisfaction, Dis- satisfaction and Complaining Behavior. Provo. 15: 81.
World Wildlife Fund For Nature 2004 How effective are Protected Areas. A Preliminary Analysis of the Forested Protected Areas. The Largest Ever Global Assestment of Protected Areas Management Effectiveness. Forest Protected Areas Initiative. WWF Gland Switzerland.
Woodruff, R.B., and Gardial, S.F. 1996 “Know Your Customer: New Approaches to Understanding Customer Value Satisfaction”. Cambridge, Massachusetts: Blackwell
Descargas
Publicado
Cómo citar
Número
Sección
Licencia
Confirmo que el trabajo es original (de mi/nuestra autoría), y que no se someterá a otras revistas o publicaciones hasta la resolución definitiva del proceso de revisión en PASOS, RTPC.
Autorizo la publicación de mi trabajo por PASOS, RTPC de acceso abierto y gratuito en cualquiera de los formatos que estime oportunos, por un plazo indeterminado y a título de colaboración no remunerada.
Asimismo, el/los autor/es entiende/n que el trabajo publicado podrá vincularse o depositarse en cualquier servidor o ser incluido en otras publicaciones (republicación), siempre y cuando el nuevo lugar y/o la nueva edición referencie la publicación original y reconozca la autoría y la propiedad del copyright de las publicaciones de PASOS RTPC.
Los/as autores/as entienden que se realizará una comprobación de plagio-autoplagio, pudiendo retirarse el artículo en cualquier momento del flujo editorial
