THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)

Detalhes bibliográficos
Autor(a) principal: Limberger, Pablo Flôres
Data de Publicação: 2016
Outros Autores: Meira, Jéssica Vieira de Souza, Añaña, Edar da Silva, Sohn, Ana Paula Lisboa
Tipo de documento: Artigo
Idioma: por
Título da fonte: Turismo : Visão e Ação (Online)
Texto Completo: https://periodicos.univali.br/index.php/rtva/article/view/9203
Resumo: The quality of services offered by hotels has being among the interest of several researchers in the last times. The main aim of this research is to analyse the quality of services provided by hotels in Florianopolis (SC), through data available in the Booking.com homepage. The study employs a descriptive-quantitative approach, using Online Travel Reviews (OTRs) available on the website www.booking.com. In total 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, neatness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis and cluster analysis. Results show that the criteria related to comfort and amenities influence the evaluation of other criteria, as well as evaluating the overall satisfaction held by tourists.
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spelling THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)A qualidade dos serviços na hotelaria: um estudo com base nas online Travel Reviews (OTRS)Service QualityHotelOnline Travel ReviewsBooking.comQualidade dos ServiçosHotelariaOnline Travel ReviewsBooking.com.The quality of services offered by hotels has being among the interest of several researchers in the last times. The main aim of this research is to analyse the quality of services provided by hotels in Florianopolis (SC), through data available in the Booking.com homepage. The study employs a descriptive-quantitative approach, using Online Travel Reviews (OTRs) available on the website www.booking.com. In total 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, neatness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis and cluster analysis. Results show that the criteria related to comfort and amenities influence the evaluation of other criteria, as well as evaluating the overall satisfaction held by tourists.A análise da qualidade dos serviços vem sendo objeto de estudo de diversas investigações no âmbito da hotelaria. A presente pesquisa tem como objetivo analisar a qualidade dos serviços prestados pelos hotéis de Florianópolis (SC), através dos critérios de avaliação da empresa Booking.com. O estudo caracteriza-se por ser descritivo, com abordagem quantitativa, realizado através da coleta de Online Travel Reviews (OTRs) postadas no site www.booking.com, relacionadas à 37.875 avaliações de turistas, de 103 hotéis localizados em Florianópolis (SC). Os critérios avaliados foram funcionários, conforto, limpeza, custo-benefício, localização, comodidades e Wi-Fi gratuito. Utilizou-se de alguns testes estatísticos para atingir o objetivo proposto, tais como análise descritiva, análise discriminante, análise de regressão e análise de cluster. Os resultados alcançados demonstram que os critérios relacionados ao conforto e às comodidades influenciam na avaliação dos demais critérios, bem como na avaliação da satisfação geral realizada pelos turistas.Universidade do Vale do Itajaí­ - UNIVALI / SC2016-08-31info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.univali.br/index.php/rtva/article/view/920310.14210/rtva.v18n3.p690-714Turismo: Visão e Ação; Vol. 18 No. 3 (2016): Setembro-Dezembro; 690-714Turismo: Visão e Ação; Vol. 18 Núm. 3 (2016): Setembro-Dezembro; 690-714Turismo: Visão e Ação; v. 18 n. 3 (2016): Setembro-Dezembro; 690-7141983-71511415-6393reponame:Turismo : Visão e Ação (Online)instname:Universidade do Vale do Itajaí (UNIVALI)instacron:UNIVALIporhttps://periodicos.univali.br/index.php/rtva/article/view/9203/5114Copyright (c) 2016 Turismo - Visão e Açãoinfo:eu-repo/semantics/openAccessLimberger, Pablo FlôresMeira, Jéssica Vieira de SouzaAñaña, Edar da SilvaSohn, Ana Paula Lisboa2017-09-19T23:43:05Zoai:ojs.periodicos.univali.br:article/9203Revistahttps://periodicos.univali.br/index.php/rtvaPUBhttps://periodicos.univali.br/index.php/rtva/oailuiz.flores@univali.br || revistaturismo@univali.br1983-71511415-6393opendoar:2017-09-19T23:43:05Turismo : Visão e Ação (Online) - Universidade do Vale do Itajaí (UNIVALI)false
dc.title.none.fl_str_mv THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
A qualidade dos serviços na hotelaria: um estudo com base nas online Travel Reviews (OTRS)
title THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
spellingShingle THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
Limberger, Pablo Flôres
Service Quality
Hotel
Online Travel Reviews
Booking.com
Qualidade dos Serviços
Hotelaria
Online Travel Reviews
Booking.com.
title_short THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
title_full THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
title_fullStr THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
title_full_unstemmed THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
title_sort THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)
author Limberger, Pablo Flôres
author_facet Limberger, Pablo Flôres
Meira, Jéssica Vieira de Souza
Añaña, Edar da Silva
Sohn, Ana Paula Lisboa
author_role author
author2 Meira, Jéssica Vieira de Souza
Añaña, Edar da Silva
Sohn, Ana Paula Lisboa
author2_role author
author
author
dc.contributor.author.fl_str_mv Limberger, Pablo Flôres
Meira, Jéssica Vieira de Souza
Añaña, Edar da Silva
Sohn, Ana Paula Lisboa
dc.subject.por.fl_str_mv Service Quality
Hotel
Online Travel Reviews
Booking.com
Qualidade dos Serviços
Hotelaria
Online Travel Reviews
Booking.com.
topic Service Quality
Hotel
Online Travel Reviews
Booking.com
Qualidade dos Serviços
Hotelaria
Online Travel Reviews
Booking.com.
description The quality of services offered by hotels has being among the interest of several researchers in the last times. The main aim of this research is to analyse the quality of services provided by hotels in Florianopolis (SC), through data available in the Booking.com homepage. The study employs a descriptive-quantitative approach, using Online Travel Reviews (OTRs) available on the website www.booking.com. In total 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, neatness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis and cluster analysis. Results show that the criteria related to comfort and amenities influence the evaluation of other criteria, as well as evaluating the overall satisfaction held by tourists.
publishDate 2016
dc.date.none.fl_str_mv 2016-08-31
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.univali.br/index.php/rtva/article/view/9203
10.14210/rtva.v18n3.p690-714
url https://periodicos.univali.br/index.php/rtva/article/view/9203
identifier_str_mv 10.14210/rtva.v18n3.p690-714
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.univali.br/index.php/rtva/article/view/9203/5114
dc.rights.driver.fl_str_mv Copyright (c) 2016 Turismo - Visão e Ação
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2016 Turismo - Visão e Ação
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade do Vale do Itajaí­ - UNIVALI / SC
publisher.none.fl_str_mv Universidade do Vale do Itajaí­ - UNIVALI / SC
dc.source.none.fl_str_mv Turismo: Visão e Ação; Vol. 18 No. 3 (2016): Setembro-Dezembro; 690-714
Turismo: Visão e Ação; Vol. 18 Núm. 3 (2016): Setembro-Dezembro; 690-714
Turismo: Visão e Ação; v. 18 n. 3 (2016): Setembro-Dezembro; 690-714
1983-7151
1415-6393
reponame:Turismo : Visão e Ação (Online)
instname:Universidade do Vale do Itajaí (UNIVALI)
instacron:UNIVALI
instname_str Universidade do Vale do Itajaí (UNIVALI)
instacron_str UNIVALI
institution UNIVALI
reponame_str Turismo : Visão e Ação (Online)
collection Turismo : Visão e Ação (Online)
repository.name.fl_str_mv Turismo : Visão e Ação (Online) - Universidade do Vale do Itajaí (UNIVALI)
repository.mail.fl_str_mv luiz.flores@univali.br || revistaturismo@univali.br
_version_ 1798045021508730880

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