Diagnosis of the quality of the service in the Pailón del Diablo waterfall in the Río Verde parish, Tungurahua.

Abstract

In this paper, a service quality diagnosis was developed in the Pailón del Diablo Waterfall, Río Verde parish, whose objective is to evaluate the quality of service to identify the level of satisfaction of local, national and international tourists, through the application of surveys of expectation and perception of the ServQual method, based on five dimensions. In the research, the quantitative and qualitative methodology was used to obtain the results, which identified the decrease in the quality of the services, the impact on the levels of user satisfaction, and therefore, the low profitability of the existing micro-enterprises in the touristic center.