TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions

Detalhes bibliográficos
Autor(a) principal: Mondo, Tiago Savi
Data de Publicação: 2017
Outros Autores: Fiates, Gabriela Gonçalves Silveira
Tipo de documento: Artigo
Idioma: eng
por
Título da fonte: BBR. Brazilian Business Review (English edition. Online)
Texto Completo: http://www.bbronline.com.br/index.php/bbr/article/view/50
Resumo: Tourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.
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spelling TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist AttractionsTOURQUAL: Proposta de Um Protocolo Para Avaliação da Qualidade dos Serviços Em Atrativos TurísticosTOURQUALService qualityTourist attractionsBrazilTOURQUALQualidade do serviçoAtrativos turísticosBrasilTourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.O turismo tem sido uma importante atividade econômica mundial nos últimos anos, e o número crescente de turistas e a competição entre os destinos pressionam para a melhor qualidade possível para os turistas. O objetivo desta pesquisa é propor um modelo para analisar a qualidade dos serviços em atrações turísticas. A primeira etapa consistiu da realização de duas pesquisas bibliométricas, a fim de identificar o “estado da arte” e a verificação dos modelos existentes de avaliação da qualidade. Identificaram-se 36 modelos e 211 indicadores de qualidade. A partir dessa pesquisa exploratória inicial, um modelo teórico preliminar foi concebido, o qual trabalhou com 35 indicadores. A segunda etapa recolheu e analisou os comentários deixados por turistas em TripAdvisor.com. Foram analisados 68.301 comentários sobre atrativos turísticos em oito cidades brasileiras, utilizando o software T-LAB e comparados com os indicadores do modelo teórico preliminar. Dos 35 indicadores, 23 foram mantidos, 12 foram excluídos, e três novos indicadores teóricos foram criados, o que tornou possível a construção de um modelo capaz de ser empiricamente testado. O teste foi realizado com 476 turistas que avaliaram as atrações turísticas em Florianópolis - Brasil. No teste de confiabilidade e validação do questionário o Alpha Conbranch apresentou um excelente resultado de 0,904 confirmando o modelo proposto.FUCAPE Business Shool2017-07-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleArtigo revisado pelos paresapplication/pdfapplication/pdfhttp://www.bbronline.com.br/index.php/bbr/article/view/5010.15728/bbr.2017.14.4.6Brazilian Business Review; Vol. 14 No. 4 (2017): July to August 2017; 448-465Brazilian Business Review; v. 14 n. 4 (2017): Julho a Agosto de 2017; 448-4651808-23861807-734Xreponame:BBR. Brazilian Business Review (English edition. Online)instname:Fucape Business School (FBS)instacron:FBSengporhttp://www.bbronline.com.br/index.php/bbr/article/view/50/83http://www.bbronline.com.br/index.php/bbr/article/view/50/84Mondo, Tiago SaviFiates, Gabriela Gonçalves Silveirainfo:eu-repo/semantics/openAccess2018-10-31T19:03:01Zoai:ojs.pkp.sfu.ca:article/50Revistahttps://www.bbronline.com.br/index.php/bbr/indexONGhttp://www.bbronline.com.br/index.php/bbr/oai|| bbronline@bbronline.com.br1808-23861808-2386opendoar:2018-10-31T19:03:01BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)false
dc.title.none.fl_str_mv TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
TOURQUAL: Proposta de Um Protocolo Para Avaliação da Qualidade dos Serviços Em Atrativos Turísticos
title TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
spellingShingle TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
Mondo, Tiago Savi
TOURQUAL
Service quality
Tourist attractions
Brazil
TOURQUAL
Qualidade do serviço
Atrativos turísticos
Brasil
title_short TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_full TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_fullStr TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_full_unstemmed TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_sort TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
author Mondo, Tiago Savi
author_facet Mondo, Tiago Savi
Fiates, Gabriela Gonçalves Silveira
author_role author
author2 Fiates, Gabriela Gonçalves Silveira
author2_role author
dc.contributor.author.fl_str_mv Mondo, Tiago Savi
Fiates, Gabriela Gonçalves Silveira
dc.subject.por.fl_str_mv TOURQUAL
Service quality
Tourist attractions
Brazil
TOURQUAL
Qualidade do serviço
Atrativos turísticos
Brasil
topic TOURQUAL
Service quality
Tourist attractions
Brazil
TOURQUAL
Qualidade do serviço
Atrativos turísticos
Brasil
description Tourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.
publishDate 2017
dc.date.none.fl_str_mv 2017-07-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Artigo revisado pelos pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/50
10.15728/bbr.2017.14.4.6
url http://www.bbronline.com.br/index.php/bbr/article/view/50
identifier_str_mv 10.15728/bbr.2017.14.4.6
dc.language.iso.fl_str_mv eng
por
language eng
por
dc.relation.none.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/50/83
http://www.bbronline.com.br/index.php/bbr/article/view/50/84
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv FUCAPE Business Shool
publisher.none.fl_str_mv FUCAPE Business Shool
dc.source.none.fl_str_mv Brazilian Business Review; Vol. 14 No. 4 (2017): July to August 2017; 448-465
Brazilian Business Review; v. 14 n. 4 (2017): Julho a Agosto de 2017; 448-465
1808-2386
1807-734X
reponame:BBR. Brazilian Business Review (English edition. Online)
instname:Fucape Business School (FBS)
instacron:FBS
instname_str Fucape Business School (FBS)
instacron_str FBS
institution FBS
reponame_str BBR. Brazilian Business Review (English edition. Online)
collection BBR. Brazilian Business Review (English edition. Online)
repository.name.fl_str_mv BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)
repository.mail.fl_str_mv || bbronline@bbronline.com.br
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