The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.22/22713 |
Resumo: | Health and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction. |
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The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvementsImportance-satisfaction matrixHealth and well-being tourismThermalismChaves Thermal SpaCustomerHealth and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction.CinTurs - Research Centre for Tourism, Sustainability and Well-BeingRepositório Científico do Instituto Politécnico do PortoVaz, MárciaFernandes, Paula OdeteFerreira, Fernanda A.Alves, Maria JoséCosta, VâniaNunes, Alcina2023-04-12T09:13:35Z20232023-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.22/22713eng10.34623/x7p9-2266info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-06-07T01:46:46Zoai:recipp.ipp.pt:10400.22/22713Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:49:41.492644Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
title |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
spellingShingle |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements Vaz, Márcia Importance-satisfaction matrix Health and well-being tourism Thermalism Chaves Thermal Spa Customer |
title_short |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
title_full |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
title_fullStr |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
title_full_unstemmed |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
title_sort |
The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements |
author |
Vaz, Márcia |
author_facet |
Vaz, Márcia Fernandes, Paula Odete Ferreira, Fernanda A. Alves, Maria José Costa, Vânia Nunes, Alcina |
author_role |
author |
author2 |
Fernandes, Paula Odete Ferreira, Fernanda A. Alves, Maria José Costa, Vânia Nunes, Alcina |
author2_role |
author author author author author |
dc.contributor.none.fl_str_mv |
Repositório Científico do Instituto Politécnico do Porto |
dc.contributor.author.fl_str_mv |
Vaz, Márcia Fernandes, Paula Odete Ferreira, Fernanda A. Alves, Maria José Costa, Vânia Nunes, Alcina |
dc.subject.por.fl_str_mv |
Importance-satisfaction matrix Health and well-being tourism Thermalism Chaves Thermal Spa Customer |
topic |
Importance-satisfaction matrix Health and well-being tourism Thermalism Chaves Thermal Spa Customer |
description |
Health and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-04-12T09:13:35Z 2023 2023-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.22/22713 |
url |
http://hdl.handle.net/10400.22/22713 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.34623/x7p9-2266 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
CinTurs - Research Centre for Tourism, Sustainability and Well-Being |
publisher.none.fl_str_mv |
CinTurs - Research Centre for Tourism, Sustainability and Well-Being |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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