VISITOR PERCEPTION AND SATISFACTION: The positives and negatives of visiting the Tapajos National Forest Between 2014-2016

The Tapajós National Forest (FLONA) is a Conservation Unit (UC) located in the Brazilian Amazon state of Pará. The Flona Tapajos, managed by the Instituto Chico Mendez (ICMBio) has extensive public use (recreation and tourism). In order to identify the negative and positive aspects observed during recreation/tourism visits to the FLONA, an in-person visitor use survey was conducted at the FLONA. As part of a larger study, the objective of this manuscript was to identify the positives and negatives of the visitation pointed out by the visitors of the Tapajós National Forest in the period from 2014 to 2016. A total of 14,291 comments were analyzed, of which 9,004 were positive comments and 5,287 were negative comments. Thematic analysis and a qualitative method was used, and the comments were placed into three categories and 22 subcategorys, according to keywords. The results identify the items that may cause either satisfaction or dissatisfaction by the public. The findings help resource managers better understand the Conservation Unit and the data can support better public use programs and visitation


Introduction
The Conservation Units in Brazil aim to preserve critically important ecosystems, and in some areas, such as in National Forests, to encourage the sustainable use of their natural resources. They enable the increase of economic activities for the population and its surroundings, adding value and benefiting adjacent communities (BRASIL, 2000). In addition to its scenic beauty, the area presents interesting sociocultural aspects, represented by the riverside populations and indigenous peoples from the Munduruku ethnic group, divided into three villages: Bragança, Marituba and Takuara (ICMBio, 2017). At the area there is also timber and nontimber production, scientific research, sustainable use projects and environmental education activities.
According to Silva (2015), Maguari community members make great use of their natural resources, such as andiroba tree oil, copaiba tree oil, chestnut, cumaru and cupuaçu fruits, among others. The community members use the resources in a sustainable way and with little degredation to nature. There is also the production of ecological leather handicrafts, the use of non-wood products (e.g., bead necklaces and coin pouches, and ecotourism activities. Applied Tourism ISSN: 2448-3524 https://siaiap32.univali.br/seer/index.php/ijth/index "ICMBio tested it's learning on demonstrative sites, incorporated new concepts and adapted US practices to its own public use and management policies. ICMBio also used its learning to gain more participation from society and incorporate communities in the management of protected areas that surround them. These communities benefited from the growing visitation that better management brought in the form of employment opportunities and economic gain". At the Flona Tapajós, 4010 face-to-face surveys were conducted with visitors (Burns et al., 2017). The questions were designed to identify the visitor's profile and

Methodology
This is a exploratory research, using bibliographical research and field surveys using forms. The analysis method used is qualitative thematic (Cong et al. 2014 A National Forest allows economic activities to be carried out within the PA, and the local communities are authorized by the government to live in the areas. This type of area allows for public use, which generates resources that enable local improvements and also contribute through environmental education, raising awareness about the importance of environmental conservation.
Tourists, especially those who live in urban areas, often seek nature within natural areas for leisure, recreation to escape their routines. Vallejo (2013, p.16) explains that "of all the CUs in the national system, public parks are the most popular and they receive the greatest attention in terms of recreational and tourist use".
These areas have unique resources that need protection from to avoid negative impacts. Vallejo goes on to mention that "the activities can also cause negative social and environmental impacts, and may also compromise the characteristics of the areas and the visitation", (2013, p.13). Accordingly, if well managed, the economic activity can generate benefits for both the population and the PA.
The challenges for the management of public use in PAs are diverse, including human resources, financial resources and the ability to monitor and limit public All responses obtained from the surveys were analyzed individually, and according to this keyword criteria.
Afterwards, an average of the frequency of answers was elaborated, presented in the results. When comments were longer, in some cases responses were categorized into more than one subcategory.
A total of 5,287 negative comments and 9,004 positive comments were analyzed and categorized according to the classification of specific categories created for this project, described below. Methodologies such as this can be used in other protected areas, facilitating the data analysis to the managers.

Conservation units
According to the National System of Conservation Applied Tourism ISSN: 2448-3524 https://siaiap32.univali.br/seer/index.php/ijth/index exceeds the expectations of consumers who will judge the service according to the quality of the service provided. Kotler & Armstrong (2007) define satisfaction as what the customer perceives in relation to the product's performance compared to their expectations.
If this performance does not match the expectations, he will be dissatisfied and if it does, he will be satisfied.
If it exceeds expectations, the customer will be "extremely satisfied" or "delighted".

Results and Discussions
In the survey conducted between 2014 and 2016 at FLONA Tapajós, 4,010 people were interviewed using forms in tablets. According to Burns et al. (2017) Kotler (2000, p. 58) suggests that "satisfaction is the feeling of pleasure or disappointment resulting from the comparison of the performance (or result) perceived by a product in relation to your expectations."

Visitor profile and satisfaction
Visitor satisfaction is essential in order to leverage the service offered at the site and for improvements to be made based on this data collection. According to Panosso Netto and Gaeta (2010), tourist satisfaction is considered an indicator that allows evaluating the extent to which the experience meets expectations. In this context, satisfaction is a feeling that results from the visitor's expectations, who will conclude according to these expectations whether he felt satisfied or not.
The analysis of this satisfaction is useful for managers, as visitors analyze the environment in a more delicate way, according to their feeling at that moment. Given that satisfaction will depend on the positive and negative influences that the visitor had as an experience and also on the expectations regarding the place, Lovelock & Wright (2006) state that before the purchase, customers have an expectation based on their individual needs, experiences recommendations, third-party recommendations, and advertising from a service provider.
Satisfaction is the degree to which the service meets or Applied Tourism ISSN: 2448-3524 https://siaiap32.univali.br/seer/index.php/ijth/index The authors analyzed 5,287 negative comments and 9,004 positive comments about FLONA Tapajós. This value differs from the total number of forms obtained because as it was an open question, some answers were longer and categorized as more than one comment. Figure 2 shows the results, in percentage and according to the methodology used.
The results show that, among the negative aspects, the category that stood out was "Cleanliness" with 674 negative comments, and the category least commented on was "Shopping (souvenirs)" with only 18 comments.
Regarding the positive comments, the most noted cat- Regarding the scenic beauty comments, some visitors commented that: "the bridge to the igarapé is closed, so the visitors can't visit the place, not enought time to visit the igarapés and the "sumaúma" tree, lack of information about the flora, litter, improve the trails". In the Nature Conservation subcategory, some visitors pointed out that: "there are áreas in the forest that are destroyed" and commented on the pollution: "The water was with oil" and "there is a gas station near the bathing area", observed shards of glass left in the sand and degraded roads.

• Services Category
In this category, 51.8% of visitors who made a negative comment showed dissatisfaction. They observed as the main negative points the Cleanliness, with 674 (12.8%) comments, followed by Access with 617 (11.7%) and Facilities with 411 (7.8%) negative comments.
In the Buildings subcategory, most comments were about the precarious infrastructure, the lack of parking, guides, visitor center, and some inns that were closed.
In Cleanliness, comments were largely about pollution, dirty beaches, garbage, plastic bags, paper and cans on And finally in Security, some visitors expressed concern about the lack of police in the region, dangerous trails and unprotected wells.

• Category Activities/Others
In

Final Considerations
It was observed that, in total, the positive comments (9004) stood out from the negative comments (5287), which suggests that most of the visitors enjoyed the visit. They value the Amazonian landscape and the way of life of the communities. This research did not intend to judge or justify the comments presented, but rather to provide managers with general data on the categories.
The results using this methodology showed a positive highlight for the comments in the subcategorys of Scenic Beauty (24.6%) and Landscape Landmarks (24.4%).