Loading...
Publication
MonitorizaĆ§Ć£o da Qualidade em Hotelaria: Lisboa, Algarve e Madeira
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 939.73 KB | Adobe PDF |
Advisor(s)
Abstract(s)
Este trabalho pretendeu estudar a monitorizaĆ§Ć£o da qualidade hoteleira, apresentando como principal objetivo a avaliaĆ§Ć£o da qualidade ao nĆvel da satisfaĆ§Ć£o percebida.
Primeiramente, foi elaborado um enquadramento geral em que foram desenvolvidos conteĆŗdos como sejam a importĆ¢ncia do sector turĆstico para a economia nacional e o contributo da internet para o sector turĆstico e hoteleiro. Foram igualmente analisados aspetos conceptuais relacionados com a temĆ”tica desta investigaĆ§Ć£o, como sĆ£o exemplo a caracterizaĆ§Ć£o da qualidade, do produto e serviƧo hoteleiro, a perceĆ§Ć£o da qualidade e a satisfaĆ§Ć£o do cliente.
Seguidamente, foram recolhidos dados provenientes de sites onde estĆ£o dispostas opiniƵes acerca de hotĆ©is, essencialmente o site Booking, que posteriormente foram tratados atravĆ©s de uma anĆ”lise estatĆstica. Partindo de um amostra de cinquenta hotĆ©is de cinco estrelas, distribuĆdos por trĆŖs destinos turĆsticos, Lisboa, Algarve e Madeira, estudaram-se oito variĆ”veis quantitativas, que considerĆ”mos enquanto indicadoras da satisfaĆ§Ć£o dos clientes.
A anĆ”lise permitiu concluir que Ć©, maioritariamente, no destino Lisboa que sĆ£o atribuĆdas pontuaƧƵes mais altas, o que significa, consequentemente, uma maior satisfaĆ§Ć£o com os hotĆ©is pertencentes a esta regiĆ£o, com exceĆ§Ć£o das variĆ”veis, localizaĆ§Ć£o e relaĆ§Ć£o qualidade-preƧo, em que a Madeira apresenta maior satisfaĆ§Ć£o por parte por turistas.
The following work aimed to study the monitoring of hotel quality, with the main purpose being the assessment of quality at the level of customer satisfaction. First, a general framework was designed in which contents, like the importance of tourism to national economy and the contribution of the internet to the tourism and hotel sector, were developed. Conceptual aspects related to the subject of this research, as exemplified by the characterization of quality of the product or hotel service, as well as the perception of quality and customer satisfaction were also analyzed. Afterwards, data from sites depicting opinions about hotels, mainly the site Booking, was collected and subsequently analyzed by recurring to statistics. Based on a sample of fifty five-star hotels, distributed across three tourist destinations in Portugal, including Lisbon, the Algarve and Madeira, eight quantitative variables that were considered good indicators of customer satisfaction, were studied. The analysis concluded that it is mostly in Lisbon that the highest scores are attributed, meaning that it is in this region where there is the highest hotel satisfaction, with the exception of the variables of location and quality-price ratio, where Madeira appears to be on top.
The following work aimed to study the monitoring of hotel quality, with the main purpose being the assessment of quality at the level of customer satisfaction. First, a general framework was designed in which contents, like the importance of tourism to national economy and the contribution of the internet to the tourism and hotel sector, were developed. Conceptual aspects related to the subject of this research, as exemplified by the characterization of quality of the product or hotel service, as well as the perception of quality and customer satisfaction were also analyzed. Afterwards, data from sites depicting opinions about hotels, mainly the site Booking, was collected and subsequently analyzed by recurring to statistics. Based on a sample of fifty five-star hotels, distributed across three tourist destinations in Portugal, including Lisbon, the Algarve and Madeira, eight quantitative variables that were considered good indicators of customer satisfaction, were studied. The analysis concluded that it is mostly in Lisbon that the highest scores are attributed, meaning that it is in this region where there is the highest hotel satisfaction, with the exception of the variables of location and quality-price ratio, where Madeira appears to be on top.
Description
Keywords
Booking Qualidade SatisfaĆ§Ć£o AvaliaĆ§Ć£o Quality Satisfaction Assessment
Pedagogical Context
Citation
Publisher
Escola Superior de Hotelaria e Turismo do Estoril