PERCEPTIONS OF QUALITY AND EXPECTATIONS OF HOTEL SERVICES

• Autor(a) principal: Campos, Domingos Fernandes
• Data de Publicação: 2012
• Outros Autores: Marodin, Tatiana Gehlen
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: JOSCM. Journal of Operations and Supply Chain Management
• Texto Completo: https://periodicos.fgv.br/joscm/article/view/9131
• topic: service management; quality of service; hospitality; hotel.

This work presents the results of a study completed in the Hotel Industry, in the city of Natal, Brazil. Natal receives more than 2 million visitors per year and is also one of the cities with the largest numbers of tourist vacancies in the country, approximately 23,000. The objective of this work is to analyze the level of guest satisfaction from the gaps existing between the expectations and the perception of service received at hotels. Through questionnaires, 1440 guests from 6 hotels of the hotel network, falling into tourist categories, superior and luxury. The sample plan established two collection phases; the first in which guests were interviewed before checking into the hotel and secondly at check out. The study revealed that the majority of respondents traveled by airplane and came with tourism as their objective. The results suggest that there was a slight difference in the ranking of attributes, whether by category, or by hotel. The Spearman test confirmed that the expectations of the guests did not change significantly when the category of the hotel was changed. In the general evaluation by guests, from the gaps calculated, in thirteen of the attributes the performance of the hotels surpassed customer expectations.