Análise multidimensional das experiências dos hóspedes dos resorts Catarinenses por revisores online

Tércio Pereira; Letícia Schmitt Muller; Marcos Arnhold; Pablo Flôres Limberger

doi:10.5585/podium.v10i3.18686

Autores/as

Tércio Pereira Universidade do Vale do Itajaí http://orcid.org/0000-0002-0863-6383
Letícia Schmitt Muller Universidade do Vale do Itajaí https://orcid.org/0000-0002-0497-5441
Marcos Arnhold Universidade do Vale do Itajaí https://orcid.org/0000-0002-1721-9733
Pablo Flôres Limberger Universidade do Vale do Itajaí https://orcid.org/0000-0001-6814-6020

DOI:

https://doi.org/10.5585/podium.v10i3.18686

Palabras clave:

Resort, Experiencias, Reseñas, TripAdvisor, Satisfacción hospitalaria.

Resumen

Objetivo: Este artículo tiene como objetivo examinar las experiencias y percepciones de los huéspedes en los resorts en Santa Catarina asociados con la Associação Brasileira de Resort (ABR).
Metodología/enfoque: esta investigación es de naturaleza cuantitativa. Analizamos 540 opiniones de TripAdvisor. Utilizamos el análisis de regresión lineal con el software IBM SPSS v.22 para identificar qué dimensiones influyen directamente en la clasificación general.
Originalidad / Relevancia: Se utilizaron nueve dimensiones para estructurar un marco de análisis: habitación, ubicación del hotel, servicio, precio, seguridad, servicio de alimentos y bebidas (alimentos y bebidas), recreación, estructura y otros aspectos.
Resultados principales: El análisis muestra que la satisfacción del cliente influye en ocho de las nueve dimensiones, siendo el servicio, estructura y servicio de AeB las más encontradas en los comentarios y solo la dimensión de los otros temas no se correlacionó fuertemente
Contribuciones teóricas/metodológicas: Este estudio contribuye al avance de la literatura y los conocimientos para mejorar la gestión del resort. Ayuda a comprender los procesos de toma de decisiones de los clientes, así como a crear escalas cuantitativas para medir sus resultados comerciales. Además, el estudio destaca que los clientes de los resorts de Santa Catarina dan importancia al costo-beneficio. El monto pagado refleja el grado de exigencia de los atributos del estudio, si esta relación entre precio y calidad del servicio ofrecido se percibe de manera satisfactoria, la relación entre el consumidor y el resort tiende a tornarse positiva con comentarios e indicación de alojamiento posterior a la compra.

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Biografía del autor/a

Tércio Pereira, Universidade do Vale do Itajaí

Bacharel em Administração; MBA em Gestão de vendas e varejo; Especialização em Marketing; Mestrado em Turismo e Hotelaria e Doutorando em Turismo e Hotelaria (UNIVALI).

Letícia Schmitt Muller, Universidade do Vale do Itajaí

Mestre em Turismo e Hotelaria (UNIVALI)

Marcos Arnhold, Universidade do Vale do Itajaí

Professor e pesquisador do programa de mestrado e doutorado de Turismo e Hotelaria da Universidade do Vale do Itajaí

Pablo Flôres Limberger, Universidade do Vale do Itajaí

Professor e pesquisador do programa de mestrado e doutorado de Turismo e Hotelaria da Universidade do Vale do Itajaí

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