Tourists' satisfaction and loyalty in the hotel business: an application to the island of São Miguel, Azores

Detalhes bibliográficos
Autor(a) principal: Couto, João Pedro Almeida
Data de Publicação: 2011
Outros Autores: Batista, Maria da Graça Câmara, Botelho, Diana Rocha
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.
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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
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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
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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