Análisis de la satisfacción turística en Santiago de Compostela durante el Año Santo 2010 e implicaciones sobre la lealtad

Abstract

Several studies have pointed out customer satisfaction as a crucial variable for the field of tourism, because there are some empirical evidences that tourist satisfaction is an indicator of their intention to revisit and/or recommend the destination to others. Therefore, the analysis of tourist satisfaction is of particular relevance to those involved in the management of tourism. The main objective of this study is to analyze the satisfaction of the tourists who visit Santiago de Compostela. The information was collected from asample of 400 tourists in 2010 which coincided with the Jacobean Holy Year. The study results show that the level of satisfaction of tourists with this destination is quite high, although the analysis of the sample based on different segmentations (sex, nationality, etc.) has revealed some significant differences.

Keywords:

satisfaction, loyalty, Santiago de Compostela, Holy Year, cultural tourism

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