Satisfaction and Its Relationship with Loyalty in Ecotourism: A Study in Costa Rica

  • Mauricio CARVACHE-FRANCO Universidad Espíritu Santo, Ecuador
  • Wilmer CARVACHE-FRANCO Escuela Superior Politécnica del Litoral, ESPOL Facultad de Ciencias Sociales y Humanísticas, Ecuador
  • Ana Gabriela VÍQUEZ-PANIAGUA Tecnológico de Costa Rica Escuela de Administración de Empresas, Costa Rica
  • Orly CARVACHE-FRANCO Universidad Católica de Santiago de Guayaquil Facultad de Especialidades Empresariales, Ecuador
  • Allan PEREZ-OROZCO Tecnológico de Costa Rica Escuela de Administración de Empresas, Costa Rica


Within ecotourism, the service can be improved with proper planning, achieving greater satisfaction and return of tourists, benefiting the destination and the community with higher income and employment. The objectives of this study were a) to analyze the relationships between tourists’ general satisfaction and loyalty, and b) to analyze the influence that the service aspects exert on the satisfaction and return of tourists. The study was conducted in Costa Rica, a Central American country with great ecological wealth for ecotourism. Three hundred ten questionnaires were filled out in the Arenal National Park and the Caño Negro National Wildlife Refuge. Spearman's statistical method of correlation was used for data analysis. As main results, the aspects of the service had a significant and positive influence on the satisfaction and return intentions of tourists. The aspects that most influenced general satisfaction were accessibility and infrastructure, tranquility, gastronomic quality, and the human treatment received. While the aspects that most influenced the return intentions were the tourist information and signage, the gastronomic quality, the accessibility of the infrastructure, and the equipment and facilities of the restaurant. The findings will serve to develop sustainable plans in protected areas and to improve service in ecotourism.


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How to Cite
CARVACHE-FRANCO, Mauricio et al. Satisfaction and Its Relationship with Loyalty in Ecotourism: A Study in Costa Rica. Journal of Environmental Management and Tourism, [S.l.], v. 12, n. 3, p. 787-796, june 2021. ISSN 2068-7729. Available at: <>. Date accessed: 23 june 2021. doi: