SATISFACTION LEVEL OF SERVICE IN THE NATIONAL PARK GUIDED GALAPAGOS, ECUADOR. Evaluation of labor skills of naturalists guides and future staffing needs based on the projection of tourism demand

Abstract

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.