La medición de la calidad de los servicios prestados por los destinos turísticos: el caso de las isla de La Palma

Abstract

Mature tourist destinations, such as Canary Islands, have been obliged by an increasing globalizationof 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 aninquiry carried out in La Palma Island. This research took a representative sample of the visitors in theisland. Starting from a previous definition of the quality concept applied to the tourist product, we analyzedtourists’ expectations as well as its assembly to the quality of the services tourists received, usingSERVQUAL as measure scale

Keywords

• Tourism
• services
• quality services
• SERVQUAL scale