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: | https://doi.org/10.34623/x7p9-2266 |
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 ImprovementsHealth 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.Research Centre for Tourism, Sustainability and Well-being (CinTurs)2023-03-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://doi.org/10.34623/x7p9-2266https://doi.org/10.34623/x7p9-2266Journal of Tourism, Sustainability and Well-being; Vol 11 No 1 (2023): Journal of Tourism, Sustainability and Well-being | Special Issue - Safety and Well-Being in the Hospitality Industry; 52-652183-1912reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/362https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/362/248Copyright (c) 2023 Journal of Tourism, Sustainability and Well-beinginfo:eu-repo/semantics/openAccessVaz, MárciaFernandes, Paula OdeteFerreira, Fernanda A.Alves, Maria JoséCosta, VâniaNunes, Alcina2023-04-08T06:35:13Zoai:ojs31.jsod-cieo.net:article/362Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:48:18.628404Repositório 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 |
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.author.fl_str_mv |
Vaz, Márcia Fernandes, Paula Odete Ferreira, Fernanda A. Alves, Maria José Costa, Vânia Nunes, Alcina |
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 |
2023-03-31 |
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 |
https://doi.org/10.34623/x7p9-2266 https://doi.org/10.34623/x7p9-2266 |
url |
https://doi.org/10.34623/x7p9-2266 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/362 https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/362/248 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 Journal of Tourism, Sustainability and Well-being info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 Journal of Tourism, Sustainability and Well-being |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Research Centre for Tourism, Sustainability and Well-being (CinTurs) |
publisher.none.fl_str_mv |
Research Centre for Tourism, Sustainability and Well-being (CinTurs) |
dc.source.none.fl_str_mv |
Journal of Tourism, Sustainability and Well-being; Vol 11 No 1 (2023): Journal of Tourism, Sustainability and Well-being | Special Issue - Safety and Well-Being in the Hospitality Industry; 52-65 2183-1912 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 |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799131565914062848 |