3 resultados para interactive service quality
em Portal do Conhecimento - Ministerio do Ensino Superior Ciencia e Inovacao, Cape Verde
Resumo:
The objective of this study was the identification of the attributes and dimensions of service quality affecting the service performance of the five stars resort hotels located in the Cape Verde Islands. The reason boosting the initiative to do this research was the paramount role of the resort hotels in the development of the travel and tourism sector in Cape Verde, and the impact that today this sector has had in the economy of that country. The research opens with a literature review on the service quality theory in the hotel industry, starting from the middle of the 1980s with the classic model of service quality and SERVQUAL instrument to the analysis of recent models of service quality measurement in the hotel industry, as it is an example the scale of items developed in 2003 in the Lodging Quality Index (LQI). Furthermore, the study elaborates an analysis on the importance of the travel and tourism activities in the Cape Verde Islands, and it evidences the enormous importance of those activities in the performance of the Cape Verdean hotel industry. In sequence the study analyzes in details the hotel industry of Cape Verde and it identifies the market size of the five stars resort hotels and their current operators in that market. Moreover, the research develops with an online questionnaire elaborated and sent through the platforms of travel websites and communities to the guests whom have experienced the service of the five stars resort hotels located in the Cape Verde Islands. The scope of the questionnaire was to assess the attributes and dimensions of service quality in the five stars resort hotels of Cape Verde. The results of the questionnaire were in sequence analyzed through descriptive and applied statistics, using Microsoft Excel and the Statistical Package for Social Science (SPSS). Content validity analysis, factor analysis, and reliability analysis of the factors were made to purify an initial scale of 47 items of service quality. An instrument with three dimensions covering twenty four attributes of service quality assessment in the five stars resort hotels of Cape Verde was finally created. The three dimensions found were: staff competence; food and entertainment; and physical facilities. This study on the service in the five stars resort hotels of Cape Verde ends with brief comments on the status of service quality according to the identified dimensions and their attributes. In the conclusion, the study summarizes the whole work and gives some directions for future research.
Resumo:
A qualidade nas organizaes de servio tem-se tornado num tpico de muita importncia, sendo reconhecida como uma varivel estratgica para aumentar a sua eficcia e eficincia, ganhar vantagem competitiva e conduzir satisfao dos seus clientes. Promover uma escala apropriada, que reflicta convenientemente as percepes e as expectativas dos clientes, deve ser uma preocupao tanto dos gestores de empresas como das agncias governativas. O presente estudo emprico desenvolve e analisa uma escala de medio da qualidade de servio, atravs da aplicao do modelo SERVQUAL, desenvolvido por Parasuraman et al. (1985, 1988, 1991), e adaptado para o servio de transporte colectivo urbano de passageiros (TCUP). O procedimento levado a efeito na presente investigao apresenta 4 fases e 9 etapas, com a combinao do paradigma de Churchill (1979) e entrevistas focus group. A escala final SERVQUAL adaptada, com 23 itens, e as dimenses obtidas indicam que a mesma altamente fivel (0,891) e vlida, demonstrando assim que o procedimento seguido aplicvel e que os seus itens foram desenhados de acordo com as condies do sector. A pesquisa exploratria foi conduzida em Cabo Verde, na cidade da Praia, em Setembro de 2008, com 230 utentes regulares do servio de TCUP. Os dados confirmam a existncia de gaps, encontrando-se a maioria dos inquiridos (67%) insatisfeita com esse servio. A anlise factorial confirmou a existncia de cinco dimenses, que determinam a qualidade de servio no TCUP, na Praia, pela seguinte ordem de importncia: aparncia fsica dos veculos/conforto, ateno personalizada/desempenho dos colaboradores, empatia, convenincia do servio, e, por ltimo, equipamento tangvel. Service quality has become a topic of great importance and it is recognized as a strategic variable to increase its efficiency and effectiveness in getting competitive advantage and leading to customer satisfaction. To seek a proper scale that can reflect perceptions and customers expectations accurately should be a concern for business managers as well as government agencies. Present empirical study develops and analyzes a measurement scale of quality service, through the application of SERVQUAL model developed by Parasuraman et al. (1985, 1988, 1991) and adapted for the urban passenger transportation. The procedure followed in present research indicates four phases and nine steps in connection to Churchill paradigm (1979) and focus group interview. The adapted final SERVQUAL scale, with 23 items, and the dimensions obtained indicated that it is highly reliable (0.891) and valid, showing this way that the procedure followed is applicable and their items were drawn according to the sector conditions. This exploratory research was performed in Cape Verde, at Praia in September 2008 with 230 regulars users of bus service. The data confirms the existence of gaps and that the majority of the inquired are not pleased (67%) with their bus service. The factorial analysis confirms the existence of five dimensions, which determines the service quality in the bus service at Praia according to the following order of importance : physical appearance of the bus/confort, personalized attention/results from the collaborators, empathy, service convenience and lastly tangible equipment.
Resumo:
A satisfao dos clientes uma forma das empresas se manterem no mercado a partir da conquista dos seus parceiros comerciais, por isso o tema satisfao ganhou maior importncia no contexto da administrao de empresas. Dado o crescente fenmeno competitivo da indstria hoteleira, o objectivo deste estudo foi aumentar a compreenso das percepes sobre a qualidade do servio de um hotel, da perspectiva dos seus consumidores. Alm disso, este estudo tambm pretendeu explorar a relao entre a satisfao global e nove factores de qualidade num servio sendo eles: higiene e limpeza, decorao, conforto, funcionrios, alimentao, animao, servios de apoio, quarto, e relao qualidade/preo. Esta pesquisa acedeu as percepes da qualidade do servio no hotel atravs da aplicao de um questionrio abrangendo uma amostra de 16 respondentes (hospedes que de livre vontade responderam ao questionrio). Os dados recolhidos foram analisados em SPSS (Statistical Package for Social Sciences). Verificamos os seguintes resultados: So o conforto (primeiro lugar), a higiene e limpeza (em segundo) e os servios de apoio (em terceiro) que mais influenciam a satisfao global no hotel. Costumers 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 customers 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.
