Modelo de Radar para avaliação da qualidade de hostels

• Ano de defesa: 2018
• Autor(a) principal: MACEDO, Daniela de Moura Pavão Farias
• Orientador(a): SOBRAL, Marcos Felipe Falcão
• Banca de defesa: SOBRAL, Marcos Felipe Falcão, LIMA, Telma Lúcia de Andrade, ALMEIDA FILHO, Adiel Teixeira de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal Rural de Pernambuco
• Programa de Pós-Graduação: Programa de Pós-Graduação em Administração e Desenvolvimento Rural
• Departamento: Departamento de Administração
• País: Brasil
• Palavras-chave em Português: Hostel; Modelo de radar; Qualidade do serviço
• Área do conhecimento CNPq: OUTROS::ADMINISTRACAO RURAL
• Link de acesso: http://www.tede2.ufrpe.br:8080/tede2/handle/tede2/7651

The identification of the dimensions that provide the satisfaction of the clients in means of lodging is an opportunity for these equipments to be loyal to their clients and to differentiate in relation to the quality before their competitors. The hostels are part of a segment that is expanding and presents an audience with specific characteristics and needs distinct from traditional tourists. In this context, the objective of the study was to propose a methodology for evaluating the quality of hostel equipment, based on the radar of innovation and the perceptions of satisfaction of its guests. To this end, the present research makes a review of the literature on these topics for radar construction and subsequent validation of the instrument in equipment located in three of the main tourism induction destinations in Pernambuco. Thus, ten dimensions were created that address the essential attributes for hostel guests, quantified in each of the twenty-nine questions that comprise them. The HOSTQUALI qualifies the analyzed hostels in five stages of quality below: Deficient, Weak, Moderate, Good and Excellent. Finally, HOSTQUALI can be considered an adequate method for quality evaluation in this type of hosting environment, besides being innovative for addressing the quality theme in this follow-up.