The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence

Detalhes bibliográficos
Autor(a) principal: Limberger, Pablo Flores
Data de Publicação: 2014
Outros Autores: Boaria, Francieli, Anjos, Sara Joana Gadotti dos
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Brasileira de Pesquisa em Turismo
Texto Completo: https://rbtur.org.br/rbtur/article/view/803
Resumo: Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The website for user-generated content allow this information to reach other tourists, assessing the quality of service and influencing the decision of new visitors. Thus, this research aimed to investigate the variables of satisfaction that influence the overall satisfaction in hotels of excellence and if there is difference between the influences depending on hotel typology. Were analyzed 1373 hotels elected as the best, according to the 2014 award TripAdvisor ratings (the best 355 hotels, 343 in small hotels, 352 in cheaper hotels and guesthouses & inns in 323). The methodology employed was a multiple regression analysis, one technique to analyze the effect of independent variables into a single variable, as Hair, Anderson Taham and Black (2005). Assessments contained in an independent manner verifications on: overall satisfaction, value for money, location, sleep quality, rooms, cleanliness and service. The results broadly demonstrate the importance of attending to the quality services, being one of the top influencers in overall satisfaction for 3 of the 4 types of hotels analyzed.
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spelling The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellenceLa relación entre la satisfacción global y las variables de satisfacción en la hospitalidad en los hoteles de excelenciaA relação entre a satisfação geral e as variáveis da satisfação na hotelaria em hotéis de excelênciaTripAdvisorQuality of serviceExcellence in hospitality.TripAdvisorLa calidad del servicioExcelencia en hospitalidad.TripAdvisorQualidade do serviçoExcelência na hotelaria.Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The website for user-generated content allow this information to reach other tourists, assessing the quality of service and influencing the decision of new visitors. Thus, this research aimed to investigate the variables of satisfaction that influence the overall satisfaction in hotels of excellence and if there is difference between the influences depending on hotel typology. Were analyzed 1373 hotels elected as the best, according to the 2014 award TripAdvisor ratings (the best 355 hotels, 343 in small hotels, 352 in cheaper hotels and guesthouses & inns in 323). The methodology employed was a multiple regression analysis, one technique to analyze the effect of independent variables into a single variable, as Hair, Anderson Taham and Black (2005). Assessments contained in an independent manner verifications on: overall satisfaction, value for money, location, sleep quality, rooms, cleanliness and service. The results broadly demonstrate the importance of attending to the quality services, being one of the top influencers in overall satisfaction for 3 of the 4 types of hotels analyzed.Las redes sociales cambian la forma en que los turistas buscan el intercambio de información y determinan las implicaciones y cambios administrativos a las empresas turísticas, incluidas las instalaciones de alojamiento. Los comentarios y evaluaciones de los clientes han afectado la reputación de las organizaciones, tanto positiva como negativa. Sitios de contenido generado por el usuario permiten que esta información llegue a otros turistas que evalúan la calidad del servicio y que influyen en la decisión de los nuevos visitantes. Por lo tanto, esta investigación tuvo como objetivo investigar las variables de satisfacción que influyen en la satisfacción de los hoteles de la excelencia y si hay diferencia entre las influencias en función de la tipología de hotel. A esta se analizaron 1373 hoteles elegido como las mejores calificaciones del premio TripAdvisor de 2014 (355 en los mejores hoteles, hoteles en 343 pequeñas, 352 en hoteles baratos y casas de huéspedes y 323 hostales y pensiones & inns). La metodología utilizada fue un análisis de regresión múltiple, una técnica para analizar el efecto de las variables independientes en una sola variable, de acuerdo con Hair, Anderson Taham y Black (2005). Las evaluaciones contenidas independiente comprueba en: satisfacción general, relación calidad-precio, la ubicación, la calidad del sueño, habitaciones, limpieza y servicio. Los resultados demuestran ampliamente la importancia del servicio por su calidad, siendo uno de los principales factores de influencia en la satisfacción global de 3 de los 4 tipos de hoteles analizados.As mídias sociais alteram a forma dos turistas buscarem e trocarem informações e determinam implicações e mudanças gerenciais para as empresas turísticas, incluindo os meios de hospedagem. Os comentários e as avaliações de hóspedes têm impactado a reputação das organizações tanto positiva como negativamente. Os sítios de conteúdo gerado por usuário permitem que estas informações cheguem a outros turistas avaliando a qualidade do serviço prestado e influenciando na decisão de novos visitantes. Desta forma, esta investigação procurou verificar as variáveis da satisfação que influenciam a satisfação geral em hotéis de excelência e se existe diferença entre as influências dependendo da tipologia hoteleira. Para isto, foram analisadas 1373 avaliações em hotéis eleitos como os melhores conforme o prêmio do TripAdvisor 2014 (355 nos melhores hotéis, 343 nos hotéis de pequeno porte, 352 nos hotéis mais baratos e 323 nas pousadas & inns). A metodologia empregada foi a análise de regressão múltipla, uma técnica que permite analisar o efeito de variáveis independentes em uma única variável, conforme Hair, Anderson Taham e Black (2005). As avaliações continham de forma independente verificações sobre: satisfação geral, custo-benefício, localização, qualidade do sono, quartos, limpeza e serviço. Os resultados em termos gerais demonstram a importância do atendimento para os serviços de qualidade, sendo um dos principais influenciadores na satisfação geral para 3 dos 4 tipos de hotéis analisados.Anptur2014-11-21info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer reviewedEvaluado por paresAvaliado por paresapplication/pdfhttps://rbtur.org.br/rbtur/article/view/80310.7784/rbtur.v8i3.803Revista Brasileira de Pesquisa em Turismo; Vol. 8 No. 3 (2014): September/December; 435-455Revista Brasileira de Pesquisa em Turismo; Vol. 8 Núm. 3 (2014): Septiembre/Diciembre; 435-455Revista Brasileira de Pesquisa em Turismo; v. 8 n. 3 (2014): setembro/dezembro; 435-4551982-6125reponame:Revista Brasileira de Pesquisa em Turismoinstname:Associação Nacional de Pesquisa e Pós-Graduação em Turismo (ANPTUR)instacron:ANPPGTporhttps://rbtur.org.br/rbtur/article/view/803/651Copyright (c) 2014 Revista Brasileira de Pesquisa em Turismoinfo:eu-repo/semantics/openAccessLimberger, Pablo FloresBoaria, FrancieliAnjos, Sara Joana Gadotti dos2020-06-01T22:31:44Zoai:ojs.emnuvens.com.br:article/803Revistahttps://rbtur.org.br/rbturONGhttps://rbtur.org.br/rbtur/oai||edrbtur@gmail.com|| glauber.santos@usp.br1982-61251982-6125opendoar:2020-06-01T22:31:44Revista Brasileira de Pesquisa em Turismo - Associação Nacional de Pesquisa e Pós-Graduação em Turismo (ANPTUR)false
dc.title.none.fl_str_mv The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
La relación entre la satisfacción global y las variables de satisfacción en la hospitalidad en los hoteles de excelencia
A relação entre a satisfação geral e as variáveis da satisfação na hotelaria em hotéis de excelência
title The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
spellingShingle The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
Limberger, Pablo Flores
TripAdvisor
Quality of service
Excellence in hospitality.
TripAdvisor
La calidad del servicio
Excelencia en hospitalidad.
TripAdvisor
Qualidade do serviço
Excelência na hotelaria.
title_short The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
title_full The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
title_fullStr The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
title_full_unstemmed The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
title_sort The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence
author Limberger, Pablo Flores
author_facet Limberger, Pablo Flores
Boaria, Francieli
Anjos, Sara Joana Gadotti dos
author_role author
author2 Boaria, Francieli
Anjos, Sara Joana Gadotti dos
author2_role author
author
dc.contributor.author.fl_str_mv Limberger, Pablo Flores
Boaria, Francieli
Anjos, Sara Joana Gadotti dos
dc.subject.por.fl_str_mv TripAdvisor
Quality of service
Excellence in hospitality.
TripAdvisor
La calidad del servicio
Excelencia en hospitalidad.
TripAdvisor
Qualidade do serviço
Excelência na hotelaria.
topic TripAdvisor
Quality of service
Excellence in hospitality.
TripAdvisor
La calidad del servicio
Excelencia en hospitalidad.
TripAdvisor
Qualidade do serviço
Excelência na hotelaria.
description Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The website for user-generated content allow this information to reach other tourists, assessing the quality of service and influencing the decision of new visitors. Thus, this research aimed to investigate the variables of satisfaction that influence the overall satisfaction in hotels of excellence and if there is difference between the influences depending on hotel typology. Were analyzed 1373 hotels elected as the best, according to the 2014 award TripAdvisor ratings (the best 355 hotels, 343 in small hotels, 352 in cheaper hotels and guesthouses & inns in 323). The methodology employed was a multiple regression analysis, one technique to analyze the effect of independent variables into a single variable, as Hair, Anderson Taham and Black (2005). Assessments contained in an independent manner verifications on: overall satisfaction, value for money, location, sleep quality, rooms, cleanliness and service. The results broadly demonstrate the importance of attending to the quality services, being one of the top influencers in overall satisfaction for 3 of the 4 types of hotels analyzed.
publishDate 2014
dc.date.none.fl_str_mv 2014-11-21
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer reviewed
Evaluado por pares
Avaliado por pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rbtur.org.br/rbtur/article/view/803
10.7784/rbtur.v8i3.803
url https://rbtur.org.br/rbtur/article/view/803
identifier_str_mv 10.7784/rbtur.v8i3.803
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rbtur.org.br/rbtur/article/view/803/651
dc.rights.driver.fl_str_mv Copyright (c) 2014 Revista Brasileira de Pesquisa em Turismo
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2014 Revista Brasileira de Pesquisa em Turismo
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Anptur
publisher.none.fl_str_mv Anptur
dc.source.none.fl_str_mv Revista Brasileira de Pesquisa em Turismo; Vol. 8 No. 3 (2014): September/December; 435-455
Revista Brasileira de Pesquisa em Turismo; Vol. 8 Núm. 3 (2014): Septiembre/Diciembre; 435-455
Revista Brasileira de Pesquisa em Turismo; v. 8 n. 3 (2014): setembro/dezembro; 435-455
1982-6125
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instname_str Associação Nacional de Pesquisa e Pós-Graduação em Turismo (ANPTUR)
instacron_str ANPPGT
institution ANPPGT
reponame_str Revista Brasileira de Pesquisa em Turismo
collection Revista Brasileira de Pesquisa em Turismo
repository.name.fl_str_mv Revista Brasileira de Pesquisa em Turismo - Associação Nacional de Pesquisa e Pós-Graduação em Turismo (ANPTUR)
repository.mail.fl_str_mv ||edrbtur@gmail.com|| glauber.santos@usp.br
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