Balancing Tourism and Community Well-Being: Evaluating Pilgrimage Services in Częstochowa

Abstract As people seek novel and engaging experiences during their leisure time, places of worship and religious sites emerge as popular tourist destinations. In Poland, Częstochowa stands out as one such revered location, home to the Black Madonna Monastery. Annually, approximately 4 million tourists flock to this sanctuary, with many opting for pilgrimages on foot. While visiting Częstochowa, tourists rely on well-prepared infrastructure to facilitate their stay. However, some residents, particularly those living near the sanctuary, express grievances regarding the inconveniences caused by the influx of tourists. Achieving a harmonious balance between the needs of tourists and those of the residents is imperative. While tourists contribute significantly to the city’s revenue, residents strive to maintain a semblance of normalcy amidst the tourist influx. Therefore, analyzing residents’ perspectives is crucial to identify areas needing improvement concerning pilgrimage-related activities and to gauge resident satisfaction levels. This paper aims to assess the impact of tourism services on the development of Częstochowa and the daily lives of its residents. Conducted through direct interviews with Częstochowa residents, the research employed the Critical Incident Technique (CIT), typically used for evaluating service quality. This method not only facilitated the organization of obtained data but also highlighted areas needing enhancement. Following the direct interviews, the analysis phase commenced, wherein critical incidents were identified, categorized into positive and negative incidents, and further grouped accordingly. Subsequently, a matrix classifying critical incidents was constructed to identify particularly impactful incidents and those causing significant resident dissatisfaction. The research findings were then presented to city authorities to pinpoint areas for potential improvement as identified by residents. These recommendations aim to not only foster the city’s development but also enhance residents’ quality of life. Such initiatives constitute significant strides towards fostering sustainable tourism in Częstochowa.