Qualidade no atendimento dos serviços de hotelaria em Ribeirão Preto: diferenças entre turistas de negócios e lazer / Hotel industrie service quality in Ribeirão Preto: Differences between business and leisure travelers
AUTOR(ES)
Natália Aparecida Pereira Souza
DATA DE PUBLICAÇÃO
2010
RESUMO
The quality in the hotel industry, in conformity to the guests perspective can be equal, lower or higher than they expected. To appraise this quality it is needed to establish attributes, measure and order them. This study intends to make a bibliographical research to find quality attributes in hotel services and after that, to test them among Ribeirão Pretos hotel guests. The objective is to contrast different needs of these business and leisure guests. For that, SERVQUAL Method it was used and required questioner applications to the citys hotel clients. This instrument compares the expectations and the perceptions of these two different types of costumers. The data obtained was statistically analyzed. The study has as aim either to leisure and business guests with distinct profiles of gender, income, travel frequency. When it comes to SERVQUAL comparative questions, it was concluded that leisure guests are very much satisfied with the hotels that they are lodged in town. Meanwhile, the study shows business guests that wish more than they find in these establishments. There are aspects to work on almost every dimension: tangibles, reliability, responsiveness and security. To have an excellence attend of individuals who travel with this kind of motivation, some increasement in knowledge about them and adoption of effective ways to measure for their satisfaction are necessary.
ASSUNTO(S)
hotel industry hotelaria qualidade em serviços service quality servqual servqual
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