Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.6/8962 |
Resumo: | This study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to expe-rience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty. |
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Measuring Services Quality of Ski Resorts: an approach to identify the consumer profileConsumer satisfactionConsumer segmentationSki resortsSport tourismWinter sportThis study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to expe-rience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.Bentham OpenuBibliorumMiragaia, D. A. M.Conde, DiogoSoares, Jorge2020-02-03T14:31:09Z20162016-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.6/8962engMiragaia, D. A. M., Conde, D., & Soares, J. (2016). Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile. The Open Sports Sciences Journal, 9 (Suppl-1, M7), 53-61, doi: 10.2174/1875399X01609010053info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-12-15T09:49:24Zoai:ubibliorum.ubi.pt:10400.6/8962Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:49:13.367479Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
title |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
spellingShingle |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile Miragaia, D. A. M. Consumer satisfaction Consumer segmentation Ski resorts Sport tourism Winter sport |
title_short |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
title_full |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
title_fullStr |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
title_full_unstemmed |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
title_sort |
Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile |
author |
Miragaia, D. A. M. |
author_facet |
Miragaia, D. A. M. Conde, Diogo Soares, Jorge |
author_role |
author |
author2 |
Conde, Diogo Soares, Jorge |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
uBibliorum |
dc.contributor.author.fl_str_mv |
Miragaia, D. A. M. Conde, Diogo Soares, Jorge |
dc.subject.por.fl_str_mv |
Consumer satisfaction Consumer segmentation Ski resorts Sport tourism Winter sport |
topic |
Consumer satisfaction Consumer segmentation Ski resorts Sport tourism Winter sport |
description |
This study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to expe-rience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016 2016-01-01T00:00:00Z 2020-02-03T14:31:09Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.6/8962 |
url |
http://hdl.handle.net/10400.6/8962 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Miragaia, D. A. M., Conde, D., & Soares, J. (2016). Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile. The Open Sports Sciences Journal, 9 (Suppl-1, M7), 53-61, doi: 10.2174/1875399X01609010053 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Bentham Open |
publisher.none.fl_str_mv |
Bentham Open |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799136384709033984 |