Qualidade percebida de produtos e serviços turísticos em eventos: técnicas e ferramentas para análise de conteúdo do Twitter

• Autor(a) principal: Neves, Augusto J. W. A. das
• Data de Publicação: 2014
• Outros Autores: Marchiori, Patrícia Zeni
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://doi.org/10.34624/rtd.v2i21/22.11527

This article discusses the use of tools for content analysis in Twitter posts related to the quality of touristic products and services in events. A survey of the relevant literature was carried out in order to characterize the touristic product, social media and content analysis. Data posted on Twitter that expressed attitudes demonstrated by users related to tourism products and services available for consumption during the London Olympics 2012 were collected. It was proposed a framework for analysing the content of the information disseminated by users on Twitter, in which the Evaluative Assertion Analysis technique was explored, as well as tools available online. The 878 tweets sampled were inserted and analysed in the selected tools, having the obtained results been compared with those achieved by the Evaluative AssertionAnalysis. It was concluded that both alternatives are feasible to determine the attitudes of Twitter users that are related to consumption of touristic products and services during events. Both alternatives converge in the costs for their use and diverge in the efforts demanded for their operation, especially concerning the time taken for analysis, the adopted analytical procedures and the comparison of the distinct obtained results.