Resumen

MUNOZ B, Andrea, CARRERA B, Patricia, INOSTROZA V, Gabriel et al. NIVEL DE SATISFACION DE LOS SERVICIOS DE GUIADOS EN EL PARQUE NACIONAL GALAPAGOS, ECUADOR: Evaluación de las competencias laborales de los guías naturalistas y necesidades de dotación futura basado en la proyección de la demanda turística. Gest. tur. (Valdivia), mar. 2009, no.Especial, p.59-76. ISSN 0718-6428.

This paper reports the main results of a research project for evaluating the Quality of Service provided by the naturalists guides at the Galapagos National Park (GNP). Diverse professional skills of the guides were measured, as well as the tourists’ satisfaction level with respect to the guidance service. One aditional goal was the development of a demand prediction mathematical model, as an objective and practical tool to help determine the need for hiring new naturalist guides in the future. The field work consisted mainly in collecting relevant information, both of qualitative and of quantitative nature, concerning various aspects of the guidance activities at the GNP. Additionally, interviews, workshops and meetings with local actors involved in the touristic activities were organized.

Palabras Clave: quality of service; demand prediction; guidance skills; statistics applied to tourism.