Guest satisfaction of a hotel in the micro region of Canarana (MT)

• Autor(a) principal: Alves, Vilmaíra Alessandra Rodrigues
• Data de Publicação: 2018
• Outros Autores: Mesquita, Roberto Barros, Meira, Celso Maciel, Mesquita, André Mobiglia
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Entre-Lugar (Online)
• Texto Completo: https://ojs.ufgd.edu.br/entre-lugar/article/view/8906
• topic: Hospitality. Services. Quality. Micro-region. Canarana.; Hotelaria. Serviços. Qualidade. Microrregião. Canarana.

The lodging is considered one of the elementary services for the composition of the tourist products, and not unlike other market activities, the companies that offer such services lack the satisfaction of their customers for the success of their business. That way, they need competitive strategies, among them: to fulfill with quality those who seek them, as well as understand their desires and needs. In this sense, this research aimed to assess the quality perceived by the guests of a hotel located in the micro-region of Canarana (MT), through the application of the Servqual method. Generally speaking, the results have shown that the hotel has achieved a satisfactory average in terms of the dimensions covered, indicating that its services are offered with considerable quality. The most important dimensions of quality identified were reliability and guarantee, while the best evaluated were reliability, guarantee and empathy, which makes it possible to affirm that the hotel satisfies the most relevant requirements of quality demanded by its guests.