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A experiência do cliente em hotéis pet friendly: fatores que influenciam na sua satisfação
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Abstract(s)
A domesticação dos animais tem experienciado um aumento contínuo ao longo dos anos, assumindo novas proporções no meio familiar. Atualmente, os animais não são apenas animais de companhia ou utilizados para fins de caça, estes assumem um papel vital nas famílias, integrando-as por completo.
Como o setor do turismo e da hotelaria estão em constante evolução, surgem novos conceitos que revitalizam a área, como é o caso do pet friendly. Com a presente dissertação, pretende-se a abordar o conceito pet friendly na vertente hoteleira, procurando identificar os fatores que mais contribuem para a satisfação dos clientes, nomeadamente os donos dos animais de estimação, quando estes se hospedam em hotéis que aceitam animais de estimação, conhecidos como os hotéis pet friendly.
Para esta investigação recorreu-se a uma metodologia qualitativa que, através das entrevistas em profundidade, permitiu perceber como os fatores do preço, do design do serviço, das evidências físicas e o apoio ao cliente contribuem para a satisfação do cliente, promovendo uma melhor experiência. Através deste estudo, é possível identificar que o conforto e qualidade dos serviços são essenciais para que os donos dos animais de estimação se sintam satisfeitos, promovendo uma melhor experiência durante a sua hospedagem. A isenção de taxas e a livre circulação são fatores determinantes na satisfação dos clientes.
Assim, estamos perante um segmento recente que exige, por parte do setor hoteleiro pet friendly, um elevado rigor e conhecimento deste conceito, de modo a promover uma experiência o mais satisfatória possível para o cliente.
The domestication of animals has experienced a continuous increase over the years, taking on new proportions within the family environment. Nowadays, animals are not just companions or used for hunting purposes; they play a vital role in families, fully integrating into them. As the tourism and hospitality sector is constantly evolving, new concepts emerge that revitalise the area, such as the pet-friendly concept. This dissertation aims to address the pet-friendly concept within the hospitality sector, seeking to identify the factors that most contribute to customer satisfaction, specifically pet owners, when they stay in pet-friendly hotels. For this research, a qualitative methodology was employed, which, through in-depth interviews, allowed us to understand how factors such as price, service design, physical evidence, and customer support contribute to customer satisfaction, promoting a better experience. This study shows that comfort and quality of services are essential for pet owners to feel satisfied, promoting a better experience during their stay. The exemption of fees and free movement of pets are determining factors in customer satisfaction. Thus, we are dealing with a recent segment that requires a high level of rigour and knowledge from the pet-friendly hospitality sector in order to promote the most satisfactory experience possible for the customer.
The domestication of animals has experienced a continuous increase over the years, taking on new proportions within the family environment. Nowadays, animals are not just companions or used for hunting purposes; they play a vital role in families, fully integrating into them. As the tourism and hospitality sector is constantly evolving, new concepts emerge that revitalise the area, such as the pet-friendly concept. This dissertation aims to address the pet-friendly concept within the hospitality sector, seeking to identify the factors that most contribute to customer satisfaction, specifically pet owners, when they stay in pet-friendly hotels. For this research, a qualitative methodology was employed, which, through in-depth interviews, allowed us to understand how factors such as price, service design, physical evidence, and customer support contribute to customer satisfaction, promoting a better experience. This study shows that comfort and quality of services are essential for pet owners to feel satisfied, promoting a better experience during their stay. The exemption of fees and free movement of pets are determining factors in customer satisfaction. Thus, we are dealing with a recent segment that requires a high level of rigour and knowledge from the pet-friendly hospitality sector in order to promote the most satisfactory experience possible for the customer.
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Keywords
Pet friendly Hotelaria Satisfação do cliente Experiência do cliente