Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores
Autor(a) principal: | |
---|---|
Data de Publicação: | 2011 |
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/10400.3/2326 |
Resumo: | Given the recent competition in the hotel business and the constant search for satisfaction and loyalty of the guests, the objective of this study is to understand tourists’ perceptions of service quality offered at the hotels in São Miguel, and the factors contributing to their satisfaction and loyalty. Based on a reference model taken from literature on satisfaction and loyalty, na exploratory research of national and international tourists who stayed at the hotels of São Miguel was made. The data was used to simulate a model of structural equations to test the hypotheses of investigation. The results showed that the main influential variables of satisfaction were the quality of service offered and management of complaints. The factors that contributed most to the loyalty of the guests were the affective commitments, satisfaction, price, customer services and finally the image of the hotel itself. The information management became a fundamental factor in the satisfaction and loyalty of tourists. |
id |
RCAP_bc219024f8c36967f2a8775033278095 |
---|---|
oai_identifier_str |
oai:repositorio.uac.pt:10400.3/2326 |
network_acronym_str |
RCAP |
network_name_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository_id_str |
7160 |
spelling |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, AzoresSatisfactionLoyaltyQualityTourismHospitalityGiven the recent competition in the hotel business and the constant search for satisfaction and loyalty of the guests, the objective of this study is to understand tourists’ perceptions of service quality offered at the hotels in São Miguel, and the factors contributing to their satisfaction and loyalty. Based on a reference model taken from literature on satisfaction and loyalty, na exploratory research of national and international tourists who stayed at the hotels of São Miguel was made. The data was used to simulate a model of structural equations to test the hypotheses of investigation. The results showed that the main influential variables of satisfaction were the quality of service offered and management of complaints. The factors that contributed most to the loyalty of the guests were the affective commitments, satisfaction, price, customer services and finally the image of the hotel itself. The information management became a fundamental factor in the satisfaction and loyalty of tourists.Universidade dos AçoresRepositório da Universidade dos AçoresCouto, João Pedro AlmeidaBatista, Maria da Graça CâmaraBotelho, Diana Rocha2013-10-18T12:51:45Z2011-062013-10-17T15:20:10Z2011-06-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.3/2326engCouto, João Pedro Almeida; Batista, Maria da Graça; Botelho, Diana (2011). "Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores", «Working Paper Series», 17/2011, Ponta Delgada: CEEAplA.info: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:RCAAP2022-12-20T14:30:07Zoai:repositorio.uac.pt:10400.3/2326Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:25:00.475078Repositório 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 |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
title |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
spellingShingle |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores Couto, João Pedro Almeida Satisfaction Loyalty Quality Tourism Hospitality |
title_short |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
title_full |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
title_fullStr |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
title_full_unstemmed |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
title_sort |
Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores |
author |
Couto, João Pedro Almeida |
author_facet |
Couto, João Pedro Almeida Batista, Maria da Graça Câmara Botelho, Diana Rocha |
author_role |
author |
author2 |
Batista, Maria da Graça Câmara Botelho, Diana Rocha |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
Repositório da Universidade dos Açores |
dc.contributor.author.fl_str_mv |
Couto, João Pedro Almeida Batista, Maria da Graça Câmara Botelho, Diana Rocha |
dc.subject.por.fl_str_mv |
Satisfaction Loyalty Quality Tourism Hospitality |
topic |
Satisfaction Loyalty Quality Tourism Hospitality |
description |
Given the recent competition in the hotel business and the constant search for satisfaction and loyalty of the guests, the objective of this study is to understand tourists’ perceptions of service quality offered at the hotels in São Miguel, and the factors contributing to their satisfaction and loyalty. Based on a reference model taken from literature on satisfaction and loyalty, na exploratory research of national and international tourists who stayed at the hotels of São Miguel was made. The data was used to simulate a model of structural equations to test the hypotheses of investigation. The results showed that the main influential variables of satisfaction were the quality of service offered and management of complaints. The factors that contributed most to the loyalty of the guests were the affective commitments, satisfaction, price, customer services and finally the image of the hotel itself. The information management became a fundamental factor in the satisfaction and loyalty of tourists. |
publishDate |
2011 |
dc.date.none.fl_str_mv |
2011-06 2011-06-01T00:00:00Z 2013-10-18T12:51:45Z 2013-10-17T15:20:10Z |
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/10400.3/2326 |
url |
http://hdl.handle.net/10400.3/2326 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Couto, João Pedro Almeida; Batista, Maria da Graça; Botelho, Diana (2011). "Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores", «Working Paper Series», 17/2011, Ponta Delgada: CEEAplA. |
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 |
Universidade dos Açores |
publisher.none.fl_str_mv |
Universidade dos Açores |
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 |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
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 |
|
_version_ |
1799130696839593984 |