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Publication
O Papel da Certificação nas Unidades Hoteleiras de 3 e 5 Estrelas na Cidade de Lisboa
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.44 MB | Adobe PDF |
Abstract(s)
Nos últimos tempos, as certificações de qualidade, têm tido um peso fundamental
na tomada de decisão do consumidor. Porém, esta temática ainda é muito frágil em alguns
setores económicos. O tema abordado da presente dissertação de mestrado pretende tratar
da questão das certificações de qualidade no setor hoteleiro português. Foram definidos
as categorias dos hotéis de cinco e de três estrelas e os respetivos hotéis: Epic Sana Hotel
Marquês e Sheraton Lisbon Hotel & Spa; e o Ibis Styles Marquês e o America Diamonds
Hotel Lisboa.
Para aprofundar este estudo foram realizados estudos netnográficos através dos
websites dos hotéis e das plataformas digitais Tripadvisor e Booking na medida em que
se conseguisse perceber melhor como é que as certificações estavam a ser implementadas.
Foram selecionados quatrocentos comentários (duzentos para os hotéis de cinco estrelas
e duzentos paras os hotéis de três estrelas) por forma a perceber como é que a qualidade
estava a ser transmitida.
Após o estudo e as conclusões retiradas, consegue-se perceber que ainda há um
grande caminho a percorrer no que toca à certificação de qualidade em Portugal, mais
concretamente nestes hotéis. Porém há hotéis que se conseguem destacar, nomeadamente
o Epic Sana Hotel Marquês relativamente ao hotel de cinco estrelas; e o America
Diamonds Hotel Lisboa relativamente ao hotel de três estrelas.
In recent times, as quality certifications, we have had a fundamental weight in consumer decision-making. However, this is still very fragile in some economic sectors. The theme of dealing with the quality of this master's thesis on the issue of certifications in the hotel sector the categories of hotels and three-star hotels and the five hotels were determined: Epic Hotel Marquês and Sheraton Lisbon Hotel & Spa; and the Ibis Styles Marquês and the America Diamonds Hotel Lisboa. To deepen this study, netnographic studies were carried out through the main studies and the Tripadvisor and Booking platforms insofar as it became known that certifications were becoming digital sites. Four hundred were selected for five-star hotels and two for star hotels) in order to understand how quality was being transferred. After the study and to be achieved, although achievable, you will reach a path to be achieved of great quality in Portugal, specifically. However, there are hotels that stand out, namely the Epic Sana Hotel Marquês in relation to the five-star hotel; and America Diamonds Hotel Lisboa in relation to the three-star hotel.
In recent times, as quality certifications, we have had a fundamental weight in consumer decision-making. However, this is still very fragile in some economic sectors. The theme of dealing with the quality of this master's thesis on the issue of certifications in the hotel sector the categories of hotels and three-star hotels and the five hotels were determined: Epic Hotel Marquês and Sheraton Lisbon Hotel & Spa; and the Ibis Styles Marquês and the America Diamonds Hotel Lisboa. To deepen this study, netnographic studies were carried out through the main studies and the Tripadvisor and Booking platforms insofar as it became known that certifications were becoming digital sites. Four hundred were selected for five-star hotels and two for star hotels) in order to understand how quality was being transferred. After the study and to be achieved, although achievable, you will reach a path to be achieved of great quality in Portugal, specifically. However, there are hotels that stand out, namely the Epic Sana Hotel Marquês in relation to the five-star hotel; and America Diamonds Hotel Lisboa in relation to the three-star hotel.
Description
Keywords
Sistema de Gestão da Qualidade ISO Websites Netnografia Hotelaria Unidades hoteleiras Quality Management System Netnography Hospitality Hotel Units