Evaluación de la satisfacción del turista y la congestión en la práctica de observación de ballenas jorobadas, el caso de Puerto López – Ecuador
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Publicado
18-12-2019
Pablo Torres Matovelle
Gina Molina Molina
Resumen
El efecto de la congestión sobre la satisfacción del turista constituye un aspecto ampliamente estudiado. Su conocimiento resulta valioso no solo para orientar el ordenamiento de la actividad turística sino además para asegurar una experiencia satisfactoria que contribuya a su sostenibilidad económica. Sin embargo, son escasos los estudios de este tipo en el contexto del turismo de observación de ballenas. Por tanto, esta investigación tiene como objetivo evaluar la satisfacción del turista y la congestión en la práctica de observación de ballenas jorobadas en Puerto López – Ecuador. A nivel metodológico se aplicó una encuesta a 340 turistas que observaron ballenas en la temporada junio-septiembre de 2017. El análisis de datos se apoyó en el registro descriptivo, la estructuración de una matriz de análisis importancia-desempeño, el análisis de componentes principales y un modelo de regresión logística binaria. A diferencia de otras, esta investigación incorporó el cálculo de un umbral de congestión percibida y el análisis de la relación entre congestión percibida de botes y de personas a bordo. Como resultado, el estudio encuentra que la congestión influye en la satisfacción del turista cuando cuatro o más embarcaciones coinciden en un sitio de avistamiento. En ese sentido, la actividad en Puerto López es satisfactoria frente a un escenario de congestión reportada de 3,7 botes y 16,3 personas por bote, en promedio. Constituyen limitaciones del estudio su carácter exploratorio por basarse en un muestreo no probabilístico y la aplicación exclusiva del cuestionario en botes de capacidad estándar, sin considerar aquellos de 35 pasajeros.
Cómo citar
Torres Matovelle, P., & Molina Molina, G. (2019). Evaluación de la satisfacción del turista y la congestión en la práctica de observación de ballenas jorobadas, el caso de Puerto López – Ecuador. Cuadernos De Gestión, 19(2), 185–208. https://doi.org/10.5295/cdg.180895pt
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Keywords
Ballena jorobada, turista, satisfacción, congestión, bote
References
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Bentz J., Lopez F., Calado H. and Dearden P., 2015. Managing marine wildlife tourism activities: Analysis of motivations and specialization levels of divers and whale watchers. Tourism Management Perspectives, 18, 74-83.
Bentz J., Lopes F., Calado H. and Dearden P., 2016a. Enhancing satisfaction and sustainable management: whale watching in the Azores. Tourism Management, 54, 465-476. DOI: 10.1016/j.tourman.2015.11.016
Bentz J., Lopes F., Calado H. and Dearden P., 2016b. Sustaining marine wildlife tourism through Limits of Acceptable Change and zoning in the Wildlife Tourism Model. Marine Police, 68, 100-107. DOI: 10.1016/j.marpol.2016.02.016
Bigné, E. and Andreu, L., 2004. Modelo cognitivo-afectivo de la satisfacción en servicios de ocio y turismo. Cuadernos de economía y dirección de la empresa, 21(4), 84-120.
Boley B., McGehee N. and Hammett A., 2017. Importance-performance analysis (IPA) of sustainable tourism iniciatives: The resident perspective. Tourism Management, 58, 66-77
Buultjens J., Ratnayke I. and Gnanapala A., 2016. Whale watching in Sri Lanka: Perceptions of sustainability. Tourism Management Perspectives, 18, 125-133
Castro, M.E., 2016. Análisis de la afluencia turística en temporada de avistamiento de ballenas jorobadas en el cantón Puerto López. Thesis, (MSc). University of Guayaquil.
Chávez, R., 2008. El mercado de observación de ballenas en el Pacífico Mexicano. Thesis, (MSc). Colegio de la Frontera Norte.
Cornejo, J.L. and Chávez, R.M., 2014. La huella de carbono de la observación de ballena jorobada (Megaptera novaeangliae) en las islas Marietas, Nayarit, México. Revista Internacional de Contaminación Ambiental, 30 (1), 121-130.
Correia A., Kozak M. and Ferradeira J., 2013. From tourist motivations to tourist satisfaction. International Journal of Culture, Tourism and Hospitality Research, 7 (4), 411-424.
Crompton, J. L., 1979. Motivations for pleasure vacation. Annals of Tourism Research, 6, 408–424.
Dalfo E., Quevedo O., Inzhivotkina Y. and Calderón M.F., 2017. Analysis of the Tourist’s Operations for the Observation of the Humpback Whales (Megaptera novaeangliae) in the Canton Puerto López, Manabí – Ecuador, paper presented at the 15th LACCEI International Multi-Conference for Engineering, Education, and Technology: Global Partnerships for Development and Engineering Education, Boca Raton Fl (19-21 July)
Desor, J., 1972. Toward a psychological theory of crowding. Journal of Personality and Social Psychology, 21 (1), 79-83.
East D., Osborne P., Kemp S. and Woodfine, T., 2017. Combining GPS & survey data improves understanding of visitor behavior. Tourism Management, 61, 307-320
Félix, F. and Haase, B., 1998. La investigación de la ballena jorobada (Megaptera novaeangliae) alrededor de la Isla de la Plata, Manabí, durante 1995. Acta Oceanográfica del Pacífico. INOCAR, Ecuador, 9 (1), 1998.
Fernandes, L. and Rossi, M., 2018. An Integrated Framework to Assess the Carrying Capacity of Humpback Whale-Watching Tourism in Praia do Forte, Northeastern Brazil. In: RossiSantos, M.R. and Finkl, C.W., eds. Advanced in Marine Vertebrate Research in Latin America, Coastal Research Library 22. Gewerbestrasse, Springer International Publishing AG, 41 – 73.
Fleishman L., Feitelson E. and Salomon I., 2004. The role of cultural and demographic diversity in crowding perception: evidence from nature reserves in Israel. Tourism Analysis, 9 (1-2), 23–40.
Filby N.E., Stockin K.A. and Scarpaci C., 2015. Social science as a vehicle to improve dolphin-swim tour operation compliance? Marine Policy, 51, 40–47. DOI:10.1016/j.marpol.2014.07.010
Finkler, W. and Higham, J., 2004. The Human Dimensions of Whale Watching: An Analysis Based on Viewing Platforms, Human Dimensions of Wildlife: An International Journal, 9 (2), 103-117. DOI: 10.1080/10871200490441757
Frisch, A., 2009. La ballena jorobada y la observación de ballenas en Bahía de Banderas. Biodiversitas, (86), 1-6.
Galí, N., 2008. El comportamiento turístico en las ciudades monumentales: el caso de Girona. In, Troitiño M., García J. and García M., coords. Destinos turísticos: viejos problemas, ¿nuevas soluciones? La Mancha: Ediciones de la Universidad de Castilla, 99 -115.
García, A.M. and Pacheco, A.S., 2017. Whale‐watching trips in Perú lead to increases in tourist knowledge, pro‐conservation intentions and tourist concern for the impacts of whale‐watching on humpback whales. Aquatic Conservation: Marine and Freshwater Ecosystems, 27 (5), 1011-1020. DOI: 10.1002/aqc.2754
Guerrero M., Urbán J. and Rojas L., 2006. Las ballenas del Golfo de California. México: Instituto Nacional de Ecología.
Griffin, T., and Edwards, D., 2012. Importance–performance analysis as a diagnostic tool for urban destination managers. Anatolia: An International Journal of Tourism and Hospitality Research, 23 (1), 32-48.
Herrera, S. and Lasso, S., 2014. Estudio de la Incidencia de la temporada de observación de ballenas jorobadas en los aspectos socio-cultural y ambientales en el cantón Puerto López. RICIT (8), 8-29.
Hoyt, E., 2002. Whale Watching. In: Perrin, W. F., Wursig, B. y Thewissen, J., eds. Encyclopedia of Marine Mammals. San Diego: Academic Press, 1305-1310.
Jin Q., Hu H. and Kavan P., 2016. Factors Influencing Perceived Crowding of Tourists and Sustainable Tourism Destination Management. Sustainability, 8 (10), 976-992. DOI: 10.3390/su8100976
Kalisch, D. and Klaphake, A., 2007. Visitors Satisfaction and Perception of Crowding In a German National Park: A Case Study on the Island Of Hallig Hogge. Forest Snow & Landscape Research, 81 (1-2), 109-122.
Kessler, M. and Harcourt, R., 2013. Whale watching regulation compliance trends and the implications for management off Sydney, Australia. Marine Policy, 42, 14–19.
Kessler M., Harcourt R. and Bradford W., 2014. Will whale watchers sacrifice personal experience to minimize harm to whales? Tourism in Marine Environments, 10 (1-2), 21-30.
Kim D., Lee C. and Sirgy M. J., 2016. Examining the differential impact of human crowding versus spatial crowding on visitor satisfaction at a festival. Journal of Travel & Tourism Marketing, 33 (3), 293-312.
Kotler P., Bowen J. and Makens J., 1999. Marketing for Hospitality and Tourism. 2nd ed. New Jersey: Prentice – Hall Inc.
Lee, H. and Graefe, A., 2003. Crowding at an arts festival: extending crowding models to the front country. Tourism Management, 24 (1), 1-11.
Local Government of Puerto López. (2017). Tourist Cadastre.
Lück, M., 2003. Education on marine mammal tours as agent for conservation-but do tourists want to be educated? Ocean & Coastal Management, 46 (9-10), 943-956.
Malcolm C.D., Chávez R.M. and Cornejo J.L., 2017. Experiential and learning desires of whale watching guides versus tourists in Bahía de Banderas, Puerto Vallarta, Mexico. Human Dimensions of Wildlife, 22 (6), 524-527. DOI: 10.1080/10871209.2017.1367442
Martilla, J. and James, J., 1977. Importance-performance analysis. Journal of Marketing, 41 (1), 77–79.
Maruthaiah, S. and Abdul, R., 2014. A Review of Visitors Satisfaction and Perception of Crowding, paper presented at the International Conference on Business, Sociology and Applied Sciences, Kuala Lumpur (26-27 March)
Meynecke J., Richards R. and Sahin O., 2017. Whale watch or not watch: the Australian whale watching tourism industry and climate change. Regional Environmental Change, 17 (2), 477-488.
Ministries for Environment, Tourism, Transport and National Defense. Government of Ecuador. (2014) Ministerial Agreement No. 20140004. Norms that Regulate Dolphins & Whale - Watching in the Ecuadorian Coasts.
Moutinho, L., 1987. Consumer behavior in tourism. European Journal of Marketing, 21 (10), 1–44.
Mudiyanselage, R. and Rathnayake, W., 2015. How does ‘crowding’ affect visitor satisfaction at the Horton Plains National Park in Sri Lanka? Tourism Management Perspectives, 16, 129-138.
Naoi T., Airey D., Iijima S. and Niininen O., 2007. Towards a theory of visitors’ evaluation of historical districts as tourism destinations: Frameworks and methods. Journal of Business Research, 60 (4), 396-400.
Needham, M.D. and Szuster, B.W., 2010. Situational influence on normative evaluations of coastal tourism and recreation management strategies in Hawai’I. Tourism Management, 32 (4), 732-740. DOI:10.1016/j.tourman.2010.06.005
Needham M.D., Szuster B.W., Lesar L., Mora C. and Knecht D.P., 2018. Snorkeling and scuba diving with manta rays: encounters, norms, crowding, satisfaction, and displacement. Human Dimensions of Wildlife, 23 (5), 461-473. DOI: 10.1080/10871209.2018.1461962
Neuts, B. and Nijkamp, P., 2012. Tourism crowding perception and acceptability in cities: An Applied Modelling Study on Bruges. Annals of Tourism Research, 39 (4), 2133-2153.
Nickerson, N.P. 2016. What We Know about Crowding and Visitor Experiences. Institute for Tourism and Recreation Research Publications. Paper 340.
Oliver, R. L., 1997. Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Orams, M.B., 2000. Tourists getting close to whales, is it what whale-watching is all about? Tourism Management, 21 (6), 561-569.
Parasuraman A., Zeithaml A.V. and Berry L.L., 1994. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Marketing, 70 (3), 201-230.
Pedersen, A., 2002. Managing Tourism at World Heritage Sites: a Practical Manual for World Heritage Site Managers. Paris: World Heritage Centre, UNESCO.
Pizam A., Neumann Y. and Reichel A., 1978. Dimensions of tourism satisfaction with a destination area. Annals of Tourism Research, 5 (3), 314–322.
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