An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Institucional do FGV (FGV Repositório Digital) |
Texto Completo: | http://hdl.handle.net/10438/16053 |
Resumo: | Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model. |
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Bastos, Ana Rita dos SantosEscolas::EBAPEGonçalves, Ana Paula Borges2016-03-28T12:54:10Z2016-03-28T12:54:10Z2016-01-28BASTOS, Ana Rita dos Santos. An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2016.http://hdl.handle.net/10438/16053Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model.O Brasil encontra-se numa crise política e financeira que parece estar longe do fim. Consequentemente, académicos defendem que os quartos de hotel oferecidos pelo Rio de Janeiro, construídos para receber os Jogos Olímpicos 2016, serão difíceis de ocupar depois do evento. É então necessário para os hotéis entender como os hóspedes avaliam a qualidade do serviço, de forma a se adaptarem a esta nova era. Se as suas percepções condizerem com as suas expectativas, os hóspedes ficarão satisfeitos e provavelmente retornarão. Assim, com base no SERVQUAL, este trabalho pretende estudar o impacto das dimensões de serviço na satisfação global dos hóspedes dos hotéis do Rio de Janeiro. Dois hotéis representativos da cidade em termos de qualidade de serviço oferecida e perfil dos consumidores foram considerados. Os gerentes dos hotéis foram entrevistados e questionários aos seus hóspedes foram administrados. Entre todas as dimensões do SERVQUAL – Confiabilidade, Capacidade de Resposta, Tangíveis, Segurança e Empatia, a dimensão Empatia é a única que afecta a satisfação global dos hóspedes. O estudo identificou que sexo, país de residência, país de origem, e rendimento familiar dos hóspedes têm impacto na satisfação dos hóspedes. Este estudo não tem intenções de generalizar os resultados, mas aprofundar a teoria acerca de serviços e do modelo SERVQUAL.engSERVQUALServicesMarketingHotelHospitalityAdministração de empresasServiço ao cliente - AvaliaçãoControle de qualidadePrestação de serviçosSatisfação do consumidorPesquisa qualitativaAn analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case studyinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessORIGINALRita_thesis_FINAL_submission.pdfRita_thesis_FINAL_submission.pdfapplication/pdf2807614https://repositorio.fgv.br/bitstreams/da713ca3-84c7-4df7-a7cc-f8c5b7176550/downloadae0bd30f852876dd25aa176c9c231d9fMD51LICENSElicense.txtlicense.txttext/plain; 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dc.title.por.fl_str_mv |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
title |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
spellingShingle |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study Bastos, Ana Rita dos Santos SERVQUAL Services Marketing Hotel Hospitality Administração de empresas Serviço ao cliente - Avaliação Controle de qualidade Prestação de serviços Satisfação do consumidor Pesquisa qualitativa |
title_short |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
title_full |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
title_fullStr |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
title_full_unstemmed |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
title_sort |
An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study |
author |
Bastos, Ana Rita dos Santos |
author_facet |
Bastos, Ana Rita dos Santos |
author_role |
author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EBAPE |
dc.contributor.author.fl_str_mv |
Bastos, Ana Rita dos Santos |
dc.contributor.advisor1.fl_str_mv |
Gonçalves, Ana Paula Borges |
contributor_str_mv |
Gonçalves, Ana Paula Borges |
dc.subject.por.fl_str_mv |
SERVQUAL Services Marketing Hotel Hospitality |
topic |
SERVQUAL Services Marketing Hotel Hospitality Administração de empresas Serviço ao cliente - Avaliação Controle de qualidade Prestação de serviços Satisfação do consumidor Pesquisa qualitativa |
dc.subject.area.por.fl_str_mv |
Administração de empresas |
dc.subject.bibliodata.por.fl_str_mv |
Serviço ao cliente - Avaliação Controle de qualidade Prestação de serviços Satisfação do consumidor Pesquisa qualitativa |
description |
Brazil is under political and financial crises where the end seems far away. Because of that, researchers argue that the hotel rooms offered by Rio de Janeiro, built to host the Olympic Games 2016, will be difficult to occupy after the event. It is then necessary for the hotels to understand how guests perceive the service quality in order to adapt to this new era. If guests’ perceptions meet or exceed their expectations, they will be satisfied and will probably return. Thus based on the SERVQUAL approach, this paper aims to study the impact of the service dimensions on the guests’ overall satisfaction at hotels of Rio de Janeiro. Two hotels were considered representative of the city in terms of service quality and customers’ profile. Interviews to the hotel managers were performed, and questionnaires to the guests were administered. Among the five SERVQUAL dimensions – Reliability, Tangibles, Responsiveness, Assurance, and Empathy – the Empathy dimension appears to be the only one that affects the guests’ overall satisfaction. The study could also identify that gender, country of residence, home country and family income have an impact on guests’ satisfaction. This study has no intention of generalization, but rather of refining the theory about services and the SERVQUAL model. |
publishDate |
2016 |
dc.date.accessioned.fl_str_mv |
2016-03-28T12:54:10Z |
dc.date.available.fl_str_mv |
2016-03-28T12:54:10Z |
dc.date.issued.fl_str_mv |
2016-01-28 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
BASTOS, Ana Rita dos Santos. An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2016. |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/16053 |
identifier_str_mv |
BASTOS, Ana Rita dos Santos. An analysis of the perceived service quality of hospitality industry in Rio de Janeiro through the SERVQUAL model: a multiple case study. Dissertação (Mestrado em Gestão Empresarial) - FGV - Fundação Getúlio Vargas, Rio de Janeiro, 2016. |
url |
http://hdl.handle.net/10438/16053 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional do FGV (FGV Repositório Digital) instname:Fundação Getulio Vargas (FGV) instacron:FGV |
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Fundação Getulio Vargas (FGV) |
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FGV |
institution |
FGV |
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collection |
Repositório Institucional do FGV (FGV Repositório Digital) |
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https://repositorio.fgv.br/bitstreams/da713ca3-84c7-4df7-a7cc-f8c5b7176550/download https://repositorio.fgv.br/bitstreams/5bd5adc6-bbe3-4b88-af8b-085c1a00853f/download https://repositorio.fgv.br/bitstreams/0057d428-a20e-42b4-a8ab-452b98df9ad2/download https://repositorio.fgv.br/bitstreams/90f2cd21-eb15-4f5f-8e8e-090adaa77bd7/download |
bitstream.checksum.fl_str_mv |
ae0bd30f852876dd25aa176c9c231d9f dfb340242cced38a6cca06c627998fa1 e1f377c5d510693fde9438fec56a80fc 8c44cddd0101789374b459d88add702d |
bitstream.checksumAlgorithm.fl_str_mv |
MD5 MD5 MD5 MD5 |
repository.name.fl_str_mv |
Repositório Institucional do FGV (FGV Repositório Digital) - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
|
_version_ |
1810023731068665856 |