Satisfaction of tourists visiting Cajamarca, year 2023

Abstract

This research aimed to determine the level of satisfaction of tourists visiting the city of Cajamarca in 2023. The population consisted of national and international tourists who arrived in Cajamarca during that year. A survey of 20 questions was conducted with 113 tourists. The results indicate that the satisfaction of tourists visiting Cajamarca is moderate, as the average satisfaction percentages across dimensions reach 50 %, with some dimensions, such as reliability and responsiveness, slightly exceeding 50 %. However, a smaller percentage expressed dissatisfaction with the type and category of services provided, as they are neither homogeneous nor standardized. Additionally, there is a negative perception regarding the tangible elements dimension. This dissatisfaction is reflected in the characteristics and attributes of the tourist resources, which, according to respondents, fail to meet satisfaction expectations due to a lack of certain tourist facilities or the poor condition of existing ones.