Service Quality on the capixaba lodging means and the consumer satisfaction according to the evaluations of the site
Name: GECIANE SILVA DE ALMEIDA
Publication date: 10/04/2018
Examining board:
Name |
Role |
|---|---|
| MARCOS PAULO VALADARES DE OLIVEIRA | Internal Examiner * |
Summary: The tourism industry has been offering good business opportunities for several countries in the last decades, especially for those that, like Brazil, are considered developing countries. The focus of the present research is the lodging means used by the tourist, as this is the basis of their temporary stay. One of the main characteristics of the sector is the strong competition between companies, which makes one of the main concerns of the sector is the development of Service Quality (SQ) for its ability to contribute to consumer satisfaction. Therefore, the present research seeks to evaluate the contribution of the service, value, cleanliness, location, quality of sleep and room for the satisfaction of the consumers of lodging located in Espírito Santo. The research follows the quantitative methodological approach, using secondary data. The data were automatically collected from TripAdvisor with a crawler, and after being extracted and parameterized, were analyzed through descriptive statistics and multiple linear regression. The results indicate that, for the general sample, room, service, value and cleanliness have the capacity to influence consumer satisfaction, but the importance and influence exerted by the attributes may vary according to the "Type of traveler" informed by the consumer in the evaluation (Friends, Couple, Family, Business and Solo) and according to the minimum price of the standard room.
Keywords: Lodging service quality. Consumer satisfaction. TripAdvisor.
