Service Quality Analysis at Aclimação Park, São Paulo: Application of the Tourqual Indicators on High and Low Visitation Days

Abstract

This study investigates the quality of services provided at Aclimação Park, located in São Paulo (SP), using the TOURQUAL indicator system—a tool designed to measure visitor experience in tourist attractions. The research adopts a qualitative approach, with a descriptive and interpretative character, using systematic observation on two distinct occasions: high and low visitation days. The main objective is to understand how fluctuations in visitor flow impact perceived service quality across dimensions such as infrastructure, cleanliness, safety, accessibility, and customer service. Data collection was based on a script adapted from the TOURQUAL indicators, tailored to the context of urban parks. The findings indicate that visitor experience is significantly influenced by crowd levels, with operational limitations observed on busy days, such as long lines, overcrowding, and facility wear. In contrast, low-visitation days offer better-preserved spaces, greater comfort, and easier infrastructure use. The analysis also highlights the need for more adaptive management strategies that consider seasonality and user behavior. This study contributes to the broader debate on enhancing tourist experiences in urban green areas, providing insights for more efficient public policies that promote sustainability and user well-being in public parks.