TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
Autor(a) principal: | |
---|---|
Data de Publicação: | 2017 |
Outros Autores: | |
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. |
id |
FBS-1_b7d0b480dbc450f8d0e75bf4ea3a10d8 |
---|---|
oai_identifier_str |
oai:ojs.pkp.sfu.ca:article/50 |
network_acronym_str |
FBS-1 |
network_name_str |
BBR. Brazilian Business Review (English edition. Online) |
repository_id_str |
|
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 |
_version_ |
1754732236906692608 |