Gestão de satisfação e fidelidade do cliente: um estudo com turistas em hotéis

This Thesis deals with a study on customer satisfaction and loyalty focusing on a model of factors antecedents of customer satisfaction and loyalty. The model is based on a Satisfaction Index model adopted in Norway developed by Johnson et al.(2001) and the service quality drivers from the literature. It is surveyed a sample of tourist in Natal. It is used a survey questionnaire applied at the airport in the departure moment of the tourist. The final sample results on 198 cases. Is is used a multiple regression analysis as the method to verify the factor affecting satisfaction and loyalty. Two models arise from the analysis. The first model concerning satisfaction results with cleaness and hygiene of the bathroom, leisure facilities, employees promptness, and price as the significant factors affecting satisfaction. The model has a R2 of 0.6430 and the also check in service, cleaness of the apartment and the hotel in general, bedroom setting have colinearity with some factors entering the model. The loyalty model results with satisfaction, affective commitment as the main factors affecting loyalty, with a R2 0.5396, and also image has collinearity with satisfaction. A small part of the sample has complained and this factor was not considered in the models. The results are consistent with the literature in term of quality as the main driver of the satisfaction and that it is not the only one factor to explain loyalty

Políticas públicas e as transformações socioespaciais correlacionadas ao turismo no município de Caicó: uma análise do período 2000 a 2010

The study presents an approach on planning, sociospatial transformations and public touristic policies implemented between 2000 and 2010 in Caicó, encompassing people from the government, private sector and the population of the municipality and informal traders who use the leisure facilities and services arranged in place. As the main goal, the research intends to analyze the performance of public and private sectors correlated to the touristic activity in Caicó city and their reflections in the process changes sociospatial. The dissertation is structured in order to carry out an investigation into the role of public policies to the development of a location with touristic potential, in this case, the municipality of Caicó; to investigate public policies implemented in the touristic industry of Rio Grande do Norte, particularly the actions of PRODETUR-Nordeste focused on the development of the tourism in the countryside, affecting particularly the region of Seridó region and the municipality of Caicó, and, finally, to check the main changes sociospatial verified in Caicó between 2000 and 2010. Cultural issues and certain natural beauties can be seen as attractions that can attract tourist demand, taking into consideration the awakening increasingly more evident quest by the tourist for knowledge of the peculiarities of the region. Several authors have worked in this view, pointing to the cultural aspects of the region as elements that are able to boost the touristic activity. The questions raised in this study was based on a literature, based mainly on authors like Beni, Dias, Cruz, Azevedo and Morais. To obtain the necessary data in the analysis, the methodological procedures used in intensive direct observation, using interviews, applied together with the public representatives who are acting as leaders of the political actions related to tourism in the municipality and members of the private sector related to tourism services such as lodging establishments, food and travel agency and, finally, the local people and informal traders benefited directly or indirectly, with the touristic resources and structure. These research agents were investigated by means of structured forms such as support for analysis. Was detected in the survey that the leisure facilities and services installed in the last decade in the city of Caico has a priority the population of the municipality, is necessary to emphasize that the residents interviewed perceive the importance of these tools for tourist activity. It was also found that the public sector is the main responsible for the observed changes. Therefore, proved to be relevant to study the role public private sector partnerships and population influences, considering that this analysis may contribute to the work of researchers, public administrators and businessmen, may serve as a norteador for planning and development of tourism in the city of Caico

Processos sócio-ambientais relacionados às situações de degradação na região do Rio Doce, Natal/RN

Natal is a medium-sized coastal city (800.000 inhabitants), capital of the State of Rio Grande do Norte, in the Northeast of Brazil. According to statistics published by the IBGE (2000), the area of Natal that stretches from Redinha to Lagoa Azul holds about 12% of the municipal population. Part of this area is bordered by a watercourse, the Rio Doce, which has been afflicted by a range of socio-environmental problems over the years. This study was carried out with the aims of 1) identifying the socio-environmental processes related to urban expansion, with an emphasis on those causing environmental degradation in this region; b) analysing the perception of the target population in relation to the environment it occupies; and c) determining the socioeconomic profile of the local residents and the sanitary facilities available to them. A survey was carried out by conducting interviews and completing questionnaires with the residents to assess the situation both qualitatively and quantitatively in the communities of Caiana, Pajussara Sítio, Gramoré Povoado and Gramoré Sítio, as well as by conducting bibliographical and documentary research. It was discovered that the sanitary conditions of the riverside dwellers are precarious and only 1% of the houses in the suburbs mentioned are connected to the public sewers. It was established that the Rio Doce is intensively exploited through the extraction of sand for the building trade, irrigation of riverside vegetable plots and use of the water for bathing, washing of clothes and leisure. It was also found that about 40% of the population resident in this area has migrated from the rural zone, which is one of the factors rendering it difficult for them to adapt to the urban setting. Such information can be of use to the authorities in the environmental planning of these districts and their sustainable development