Measuring the quality of services provided by tourist destinations: the case of the island of La Palma
DOI:
https://doi.org/10.25145/j.pasos.2005.03.021Keywords:
Tourism, services, quality services, SERVQUAL scaleAbstract
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 price- competitive, 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 ana- lyzed tourists’ expectations as well as its assembly to the quality of the services tourists received, using SERVQUAL as measure scale.
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References
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