Análisis de la experiencia de los turistas con el uso del idioma inglés por parte de los guías de las agencias de viajes del Pool South Explorer Group

Abstract

The growth of tourism has allowed a wide variety of services for tourists arriving in a country to increase. A tourist’s perception of a service is of great importance in order to know if these are of quality given that good services eventually lead to the growth of tourism because a satisfied customer always comes back and recommends what they have received. In the city of Cuenca several services are provided to tourists, among them, tours provided in the English language. In this research project,tourists were asked about their perception when receiving a guided tour in English by a tour guide that works for the Pool of Operators South Explorer Group. Through surveys, tourists answered questions about the level of English they perceive the tour guide has, specifically in the areas of oral expression, listening comprehension and oral interaction and how this influences the tourist’s experience.

The work consists of three chapters, the first of which discloses the global, national and local activity of tourism emphasizing the increasing number of visitors and the countries from which most of them are from.

The second chapter contains the classification of travel agencies and requirements by law the guide has in order to provide servicein the country, as well as the history of the Pool of Operators South Explorer Group. Also analyzed is the profile of tourists who use the services of these specific agencies and a profile of the guides who work for the Pool.

Chapter three contains the results of the surveys answered by the tourists and the guides. Finally, conclusions and recommendations are provided.