Qualidade de Serviço numa unidade Hoteleira em São Vicente

A satisfação dos clientes é uma forma das empresas se manterem no mercado a partir da conquista dos seus parceiros comerciais, por isso o tema satisfação ganhou maior importância no contexto da administração de empresas. Dado o crescente fenómeno competitivo da indústria hoteleira, o objectivo deste estudo foi aumentar a compreensão das percepções sobre a qualidade do serviço de um hotel, da perspectiva dos seus consumidores. Além disso, este estudo também pretendeu explorar a relação entre a satisfação global e nove factores de qualidade num serviço sendo eles: “higiene e limpeza”, “decoração”, “conforto”, “funcionários”, “alimentação”, “animação”, “serviços de apoio”, “quarto”, e “relação qualidade/preço”. Esta pesquisa acedeu as percepções da qualidade do serviço no hotel através da aplicação de um questionário abrangendo uma amostra de 16 respondentes (hospedes que de livre vontade responderam ao questionário). Os dados recolhidos foram analisados em SPSS (Statistical Package for Social Sciences). Verificamos os seguintes resultados: São o conforto (primeiro lugar), a higiene e limpeza (em segundo) e os serviços de apoio (em terceiro) que mais influenciam a satisfação global no hotel. Costumer’s satisfaction is one way for companies to keep in the market by the conquest of its trading partners; hence, the theme of satisfaction gained greater importance in the context of business administration lately. Given the increasing competitive phenomenon in the touristic industry, the aim of this study was to increase the comprehension of perceptions towards hotel service quality from the hotel customer’s perspective. Besides, this study also intended to explore the relationship between the overall satisfaction and nine service quality factors, namely: “cleanness”, “decoration”, “comfort”, “staff”, and “food/beverage”, “entertainment” “support services”, “rooms and “relation quality/price”. This research assessed the ‘perceptions of service quality’ by applying a questionnaire comprising a sample of 16 guests that responded it correctly. Data collected was analyzed using SPSS - (Statistical Package for Social Sciences). The results indicated the following: comfort (in the first place), cleanness (in the second) and support services (in the third) are the factors that most influence the overall satisfaction in a hotel.

IRELAND AND LATIN AMERICA: A CULTURAL HISTORY

According to Declan Kiberd, “postcolonial writing does not begin only when the occupier withdraws: rather it is initiated at that very moment when a native writer formulates a text committed to cultural resistance.” The Irish in Latin America – a continent emerging from indigenous cultures, colonisation, and migrations – may be regarded as colonised in Ireland and as colonisers in their new home. They are a counterexample to the standard pattern of identities in the major English-speaking destinations of the Irish Diaspora. Using literary sources, the press, correspondence, music, sports, and other cultural representations, in this thesis I search the attitudes and shared values signifying identities among the immigrants and their families. Their fragmentary and wide-ranging cultures provide a rich context to study the protean process of adaptation to, or rejection of, the new countries. Evolving from oppressed to oppressors, the Irish in Latin America swiftly became ingleses. Subsequently, in order to join the local middle classes they became vaqueros, llaneros, huasos, and gauchos so they could show signs of their effective integration to the native culture, as seen by the Latin American elites. Eventually, some Irish groups separated from the English mainstream culture and shaped their own community negotiating among Irishness, Englishness, and local identities in Brazil, Uruguay, Peru, Cuba, and other places in the region. These identities were not only unmoored in the emigrants’ minds but also manoeuvred by the political needs of community and religious leaders. After reviewing the major steps and patterns of Irish migration to Latin America, the thesis analyses texts from selected works, offers a version of how the settlers became Latin Americans or not, and elucidates the processes by which a new Irish-Latin American hybrid was created.