Qualidade dos serviços para o turismo em áreas de conservação: análise da satisfação dos visitantes na reserva nacional do Chimanimani

Abstract

This monograph deals with the Quality of Services for Tourism in Conservation Areas: Analysis of Visitor Satisfaction in the Chimanimani National Reserve (RNC). Its general objective is to understand the quality of services for tourism in the RNC through the analysis of visitor satisfaction. For this purpose, quantitative research was applied through the case study carried out in this reserve during the curricular internship, which ran from August to October 2019. During that period, 39 visitors were surveyed in order to collect their perceptions regarding quality of the products and services offered and the degree of satisfaction with the destination. On the other hand, qualitative research was carried out through an interview with the Reserve Administrator, the head of the conservation, community development and tourism sector, to assess the methods used to attract visitors, the constraints and challenges in promoting tourism. Also, a tour operator from this location was interviewed, in order to understand the aspects related to the way in which services are offered and the behavior of visitors during their stay. The results indicate that the visitors realized that the quality of tourism in the RNC is low, since there are aspects that need intervention, linked with the need to improve access routes; allocation of suitable vehicles for excursion practice; reserve fence to protect fauna and flora; continuous training of workers; adoption of good practices in attendance; and the improvement of communication processes. However, to solve these aspects, it is important that the RNC administration, tour operator, local community and cooperation partners create the necessary conditions to guarantee the quality of tourism, with a view to promoting the sustainable development of the site. After the research was carried out, it was concluded that if the RNC does not improve the aspects they are currently facing, it will increase the dissatisfaction of visitors, consequently they will opt for other destinations, however, the reservation will continue to be an unexplored place and low quality tourism. (TRADUÇÃO NOSSA)