Análisis del nivel de satisfacción de los pasajeros del crucero Grand Majestic en las islas Galápagos, para el diseño de estrategias de mejora.

Abstract

The Galapagos Islands are a unique tourist destination in the world, thanks to its biodiversity in endemic flora and fauna. In the last 2 decades, cruise tourism has experienced an accelerated increase in the industry, becoming a travel alternative worldwide. The Galapagos archipiélago offers tourists the opportunity to live new experiences on the islands aboard luxury cruise ships. The cruise industry currently presents important innovations that arouse the interest of foreign tourists attracted by the luxury services offered by the Galapagos Islands. In the present degree work, the levels of satisfaction of the clients' stay aboard the Grand Majestic luxury cruise ship in the enchanted islands are analyzed, in order to know their expectations and experiences of the service provided. For this reason, it is essential to develop a proposal for improvement, through surveys as part of the strategy design for continuous optimization in the cruise service. An exploratory and descriptive investigation was carried out through secondary sources and primary information generated through surveys and interviews to analyze the levels of satisfaction, characterize and define areas for improvement. This proposal will help to constantly measure customer satisfaction for decision-making on the Grand Majestic cruise, improving the extraordinary experience aboard the luxury cruise.