Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC

Detalhes bibliográficos
Autor(a) principal: Muller, Flavia Izabel
Data de Publicação: 2023
Outros Autores: Mondo, Tiago Savi, Santos, Fabíola Martins dos, Perinotto, André Riani Costa
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Hospitalidade
Texto Completo: https://www.revhosp.org/hospitalidade/article/view/1075
Resumo: Customer reviews on online platforms are an important source of data, due to their impact on influencing the decision of potential customers and the reputation of establishments. Thus, the study seeks to analyze the user-generated content of hospitals in Florianopolis, from the perspective of quality of hospitality services, using the TOURQUAL protocol. This research is characterized as exploratory, descriptive, quali-quantitative, data collection, conducted between October 10 and 11, 2022, counted on 1085 evaluations, 764 of which were accompanied by comments. Based on the word frequency ranking, generated by the T-LAB Software, Sammon's Test and association and co-occurrence graphs were generated to evaluate the indicators of the TOURQUAL model, according to the online image of the hospitals. It was concluded that the indicators evaluated with a positive online image were mostly related to humanized care, neutral evaluation associated with medical care, and the negative evaluation referring mainly to patient demand. Therefore, when in high occupancy the indicators present changes, facing variability in the quality of services provided.
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spelling Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SCQualidade de Serviços de Hotelaria Hospitalar: Análise do Conteúdo Gerado pelo Usuário de Hospitais de Florianópolis-SCHospital hospitality quality TOURQUALserviceHotelaria Hospitalarqualidade TOURQUALdesign de serviçosCustomer reviews on online platforms are an important source of data, due to their impact on influencing the decision of potential customers and the reputation of establishments. Thus, the study seeks to analyze the user-generated content of hospitals in Florianopolis, from the perspective of quality of hospitality services, using the TOURQUAL protocol. This research is characterized as exploratory, descriptive, quali-quantitative, data collection, conducted between October 10 and 11, 2022, counted on 1085 evaluations, 764 of which were accompanied by comments. Based on the word frequency ranking, generated by the T-LAB Software, Sammon's Test and association and co-occurrence graphs were generated to evaluate the indicators of the TOURQUAL model, according to the online image of the hospitals. It was concluded that the indicators evaluated with a positive online image were mostly related to humanized care, neutral evaluation associated with medical care, and the negative evaluation referring mainly to patient demand. Therefore, when in high occupancy the indicators present changes, facing variability in the quality of services provided.As avaliações de clientes nas plataformas online são uma importante fonte de dados, devido ao seu impacto na influência da decisão de potenciais clientes e na reputação dos estabelecimentos. Sendo assim, o estudo tem como objetivo analisar o conteúdo gerado pelo usuário de hospitais de Florianópolis, sob a ótica da qualidade de serviços de hotelaria hospitalar, utilizando o protocolo TOURQUAL. Essa pesquisa caracteriza-se em exploratória, descritiva, quali-quantitativa, a coleta de dados, realizada entre 10 e 11 de outubro de 2022, contou com 1085 avaliações, sendo 764 acompanhadas de comentários. Com base no ranking de frequência de palavras, gerado pelo Software T-LAB, gerou-se o Teste de Sammon e gráficos de associação e co-ocorrências para avaliar os indicadores do modelo TOURQUAL, de acordo com a imagem online dos hospitais. Concluiu-se que os indicadores avaliados, com imagem online positiva, em sua maioria, estavam relacionados ao atendimento humanizado, com avaliação neutra associados ao atendimento médico e com avaliação negativa referente principalmente à demanda de pacientes. Portanto, quando em alta ocupação os indicadores apresentam mudanças, enfrentando variabilidade na qualidade dos serviços prestados.Universidade Anhembi Morumbi2023-11-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionBlind Peer-reviewed ArticleArtículo revisado por paresArtigo avaliado por blind peer reviewapplication/pdfhttps://www.revhosp.org/hospitalidade/article/view/107510.29147/revhosp.v20.1075Revista Hospitalidade; v. 20: Revista Hospitalidade v. 20 - 2023; 295-3232179-91641807-975Xreponame:Revista Hospitalidadeinstname:Universidade Anhembi Morumbi (ANHEMBI)instacron:UAMporhttps://www.revhosp.org/hospitalidade/article/view/1075/1068Copyright (c) 2023 Revista Hospitalidadeinfo:eu-repo/semantics/openAccessMuller, Flavia IzabelMondo, Tiago SaviSantos, Fabíola Martins dosPerinotto, André Riani Costa2024-06-26T10:31:11Zoai:ojs.emnuvens.com.br:article/1075Revistahttps://www.revhosp.org/hospitalidadePRIhttps://www.revhosp.org/hospitalidade/oairevhosp@revhosp.org||sergiomoretti@uol.com.br2179-91641807-975Xopendoar:2024-06-26T10:31:11Revista Hospitalidade - Universidade Anhembi Morumbi (ANHEMBI)false
dc.title.none.fl_str_mv Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
Qualidade de Serviços de Hotelaria Hospitalar: Análise do Conteúdo Gerado pelo Usuário de Hospitais de Florianópolis-SC
title Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
spellingShingle Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
Muller, Flavia Izabel
Hospital hospitality
quality
TOURQUAL
service
Hotelaria Hospitalar
qualidade
TOURQUAL
design de serviços
title_short Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
title_full Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
title_fullStr Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
title_full_unstemmed Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
title_sort Quality of Hospital Hospitality Services: Analysis of User-generated Content in Hospitals at Florianópolis-SC
author Muller, Flavia Izabel
author_facet Muller, Flavia Izabel
Mondo, Tiago Savi
Santos, Fabíola Martins dos
Perinotto, André Riani Costa
author_role author
author2 Mondo, Tiago Savi
Santos, Fabíola Martins dos
Perinotto, André Riani Costa
author2_role author
author
author
dc.contributor.author.fl_str_mv Muller, Flavia Izabel
Mondo, Tiago Savi
Santos, Fabíola Martins dos
Perinotto, André Riani Costa
dc.subject.por.fl_str_mv Hospital hospitality
quality
TOURQUAL
service
Hotelaria Hospitalar
qualidade
TOURQUAL
design de serviços
topic Hospital hospitality
quality
TOURQUAL
service
Hotelaria Hospitalar
qualidade
TOURQUAL
design de serviços
description Customer reviews on online platforms are an important source of data, due to their impact on influencing the decision of potential customers and the reputation of establishments. Thus, the study seeks to analyze the user-generated content of hospitals in Florianopolis, from the perspective of quality of hospitality services, using the TOURQUAL protocol. This research is characterized as exploratory, descriptive, quali-quantitative, data collection, conducted between October 10 and 11, 2022, counted on 1085 evaluations, 764 of which were accompanied by comments. Based on the word frequency ranking, generated by the T-LAB Software, Sammon's Test and association and co-occurrence graphs were generated to evaluate the indicators of the TOURQUAL model, according to the online image of the hospitals. It was concluded that the indicators evaluated with a positive online image were mostly related to humanized care, neutral evaluation associated with medical care, and the negative evaluation referring mainly to patient demand. Therefore, when in high occupancy the indicators present changes, facing variability in the quality of services provided.
publishDate 2023
dc.date.none.fl_str_mv 2023-11-27
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Blind Peer-reviewed Article
Artículo revisado por pares
Artigo avaliado por blind peer review
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revhosp.org/hospitalidade/article/view/1075
10.29147/revhosp.v20.1075
url https://www.revhosp.org/hospitalidade/article/view/1075
identifier_str_mv 10.29147/revhosp.v20.1075
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.revhosp.org/hospitalidade/article/view/1075/1068
dc.rights.driver.fl_str_mv Copyright (c) 2023 Revista Hospitalidade
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 Revista Hospitalidade
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Anhembi Morumbi
publisher.none.fl_str_mv Universidade Anhembi Morumbi
dc.source.none.fl_str_mv Revista Hospitalidade; v. 20: Revista Hospitalidade v. 20 - 2023; 295-323
2179-9164
1807-975X
reponame:Revista Hospitalidade
instname:Universidade Anhembi Morumbi (ANHEMBI)
instacron:UAM
instname_str Universidade Anhembi Morumbi (ANHEMBI)
instacron_str UAM
institution UAM
reponame_str Revista Hospitalidade
collection Revista Hospitalidade
repository.name.fl_str_mv Revista Hospitalidade - Universidade Anhembi Morumbi (ANHEMBI)
repository.mail.fl_str_mv revhosp@revhosp.org||sergiomoretti@uol.com.br
_version_ 1809463277001900032

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