EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT
Tocumen International Airport is the largest gateway for visitors to Panama for tourism. Therefore, the period of stay at the airport is a critical period which is part of the passenger travel experience. The main objective of the study is to evaluate the satisfaction of who arrive as tourists to To...
| Autores Principales: | Labiosa, Guillermo, Avendaño, Betzaida |
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| Formato: | Artículo |
| Idioma: | Español |
| Publicado: |
Universidad Tecnológica de Panamá
12/0
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| Materias: | |
| Acceso en línea: |
http://revistas.utp.ac.pa/index.php/ric/article/view/448 http://ridda2.utp.ac.pa/handle/123456789/2192 |
| Sumario: |
Tocumen International Airport is the largest gateway for visitors to Panama for tourism. Therefore, the period of stay at the airport is a critical period which is part of the passenger travel experience. The main objective of the study is to evaluate the satisfaction of who arrive as tourists to Tocumen International Airport focusing on ground transportation to and from the airport; in order to find the gaps in service quality and to analyze it to improve the tourist experience. The methodology is based on gathering information, making surveys using Likert scales, interviews directly with tourists who have used or use transportation services for transportation to and from the airport, analysis of data and suggestions for improvements. Currently, there is no study evaluating the efficiency, safety, price, among other important things of transportation services that can be used by tourists to travel to and from Tocumen International Airport. Tourism is the most important economic activity and growth potential in Panama. This generates an increase in the activity of transfer of tourists; as well as a challenge in the experience and satisfaction in the quality of service available. A balance between price, security, availability and attention could greatly increase the perception in the quality of these available services with the help of airport authorities in order to standardize operational arrangements to integrate and maximize the satisfaction of tourists. The results were announced that the shuttle service to and from the International aAirport of Tocumen in reference to each of the variables studied have a greater tendency to good service, but there are about 20 % to 24 % with trends to poor service that need improvement. |
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