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...
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2017
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| On-line přístup: | http://revistas.utp.ac.pa/index.php/ric/article/view/448 http://ridda2.utp.ac.pa/handle/123456789/2192 |
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| _version_ | 1869451830425026560 |
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| author | Labiosa, Guillermo |
| author2 | Avendaño, Betzaida |
| author2_role | author |
| author_browse | Avendaño, Betzaida Labiosa, Guillermo |
| author_facet | Labiosa, Guillermo Avendaño, Betzaida |
| author_role | author |
| collection | Repositorio Institucional de documento digitales de acceso abierto de la UTP |
| dc.contributor.none.fl_str_mv | |
| dc.creator.none.fl_str_mv | Labiosa, Guillermo Avendaño, Betzaida Labiosa, Guillermo Avendaño, Betzaida |
| dc.date.none.fl_str_mv | 12/01/2015 2017-07-28T17:49:31Z 2017-07-28T17:49:31Z |
| dc.format.none.fl_str_mv | application/pdf text/html |
| dc.identifier.none.fl_str_mv | http://revistas.utp.ac.pa/index.php/ric/article/view/448 http://ridda2.utp.ac.pa/handle/123456789/2192 |
| dc.language.none.fl_str_mv | spa |
| dc.publisher.none.fl_str_mv | Universidad Tecnológica de Panamá |
| dc.relation.none.fl_str_mv | http://revistas.utp.ac.pa/index.php/ric/article/view/448/pdf http://revistas.utp.ac.pa/index.php/ric/article/view/448/html |
| dc.rights.none.fl_str_mv | info:eu-repo/semantics/openAccess https://creativecommons.org/licenses/by-nc-sa/4.0/ |
| dc.source.none.fl_str_mv | 2413-6786 2412-0464 Revista de Iniciación Científica; Vol. 1, Núm. 2 (2015): Revista de Iniciación Científica; 47-53 reponame:Repositorio Institucional de documento digitales de acceso abierto de la UTP instname:Universidad Tecnológica de Panamá instacron:U Tecnológica de Panamá |
| dc.subject.none.fl_str_mv | Airport, level satisfaction, tourist, service, ground transportation Aeropuerto; nivel de satisfacción; turista; servicio; traslado terrestre. |
| dc.title.none.fl_str_mv | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT Evaluación de la satisfacción de los turistas del Aeropuerto Internacional de Tocumen enfocado al traslado terrestre |
| dc.type.none.fl_str_mv | info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
| description | 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. |
| eu_rights_str_mv | openAccess |
| format | article |
| id | PA_0b2a1f5c79e71f5a8e6f508dffa7b049 |
| instacron_str | U Tecnológica de Panamá |
| institution | U Tecnológica de Panamá |
| instname_str | Universidad Tecnológica de Panamá |
| language | spa |
| network_acronym_str | PA |
| network_name_str | oai la ref anni2 |
| oai_identifier_str | oai:ridda2.utp.ac.pa:123456789/2192 |
| publishDate | 2017 |
| publishDateSort | 2017 |
| publisher.none.fl_str_mv | Universidad Tecnológica de Panamá |
| reponame_str | Repositorio Institucional de documento digitales de acceso abierto de la UTP |
| repository.mail.fl_str_mv | |
| repository.name.fl_str_mv | |
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| rights_invalid_str_mv | https://creativecommons.org/licenses/by-nc-sa/4.0/ |
| spelling | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORTEvaluación de la satisfacción de los turistas del Aeropuerto Internacional de Tocumen enfocado al traslado terrestreLabiosa, GuillermoAvendaño, BetzaidaLabiosa, GuillermoAvendaño, BetzaidaAirport, level satisfaction, tourist, service, ground transportationAeropuerto; nivel de satisfacción; turista; servicio; traslado terrestre.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.El Aeropuerto Internacional de Tocumen, es la mayor puerta de ingreso de los visitantes que llegan a Panamá por turismo. Por lo tanto, el período de estancia en el aeropuerto es un período crítico que forma parte de la experiencia de viaje del pasajero. El principal objetivo del estudio es evaluar la satisfacción de los turistas, usuarios del Aeropuerto Internacional de Tocumen enfocado al traslado terrestre desde y hacia el aeropuerto; con el propósito de encontrar las brechas en la calidad de servicio y analizarlas para así mejorar la experiencia del turista. La metodología empleada está basada en la recopilación de información, elaboración de encuestas empleando escalas Likert, entrevistas de forma directa con los turistas que hayan utilizado o que utilizarán los servicios de transporte para su traslado hacia y desde el aeropuerto, análisis de los datos obtenidos y propuestas de mejoras. En la actualidad, no existe un estudio de la valoración de la eficiencia, seguridad, precio, entre otros aspectos importantes de los servicios de transporte que pueden ser utilizados por los turistas para trasladarse desde y hacia el Aeropuerto Internacional de Tocumen. El turismo es la actividad económica de mayor relevancia y potencial crecimiento en Panamá. Esto genera un crecimiento en la actividad de traslado de turistas; así como un desafío en la experiencia y satisfacción en la calidad de servicio de traslado. Un equilibrio entre precio, seguridad, disponibilidad y atención podría incrementar enormemente la percepción en la calidad de estos servicios con la ayuda de autoridades aeroportuarias con el fin de estandarizar gestiones operativas que permitan integrar y maximizar la satisfacción de los turistas. Los resultados dieron a conocer que los servicios de traslados desde y hacia el Aeropuerto Internacional de Tocumen en referencia a cada una de las variables estudiadas poseen una mayor tendencia a un buen servicio, sin embargo hay alrededor de un 20% a 24% con tendencias a un mal servicio que necesitan ser mejoras.Universidad Tecnológica de Panamá12/01/20152017-07-28T17:49:31Z2017-07-28T17:49:31Zinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://revistas.utp.ac.pa/index.php/ric/article/view/448http://ridda2.utp.ac.pa/handle/123456789/21922413-67862412-0464Revista de Iniciación Científica; Vol. 1, Núm. 2 (2015): Revista de Iniciación Científica; 47-53reponame:Repositorio Institucional de documento digitales de acceso abierto de la UTPinstname:Universidad Tecnológica de Panamáinstacron:U Tecnológica de Panamáspahttp://revistas.utp.ac.pa/index.php/ric/article/view/448/pdfhttp://revistas.utp.ac.pa/index.php/ric/article/view/448/htmlinfo:eu-repo/semantics/openAccesshttps://creativecommons.org/licenses/by-nc-sa/4.0/oai:ridda2.utp.ac.pa:123456789/21922021-05-17T21:19:39Z |
| spellingShingle | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT Labiosa, Guillermo Airport, level satisfaction, tourist, service, ground transportation Aeropuerto; nivel de satisfacción; turista; servicio; traslado terrestre. |
| status_str | publishedVersion |
| title | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| title_full | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| title_fullStr | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| title_full_unstemmed | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| title_short | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| title_sort | EVALUATION OF TOURISTS ́S SATISFACTION AT THE TOCUMEN INTERNATIONAL AIRPORT FOCUSED ON GROUND TRANSPORTATION TO AND FROM THE AIRPORT |
| topic | Airport, level satisfaction, tourist, service, ground transportation Aeropuerto; nivel de satisfacción; turista; servicio; traslado terrestre. |
| url | http://revistas.utp.ac.pa/index.php/ric/article/view/448 http://ridda2.utp.ac.pa/handle/123456789/2192 |