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The importance-satisfaction matrix as a strategic tool for termas de chaves thermal spa priority improvements

2023Journal article Open access
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dc.contributor.authorVaz, Márcia
dc.contributor.authorFernandes, Paula O.
dc.contributor.authorFerreira, Fernanda A.
dc.contributor.authorAlves, Maria José
dc.contributor.authorCosta, Vânia
dc.contributor.authorNunes, Alcina
dc.date.accessioned2022-01-18T10:16:16Z
dc.date.available2022-01-18T10:16:16Z
dc.date.issued2023
dc.description.abstractHealth and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer's preferences and satisfaction. To this end, di- mensions related to the determinants of importance that influence the respondents' satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 par- ticipants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. More -over, it was possible to identify that the factor "availability and assistance provided by human resources" presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationVaz, Márcia; Fernandes, Paula O.; Ferreira, Fernanda A.; Alves, Maria José; Costa, Vânia; Nunes, Alcina (2023). The importance-satisfaction matrix as a strategic tool for termas de chaves thermal spa priority improvements. Journal of Tourism Sustainability and Well-Being. ISSN 2795-5044. 11:1, p. 52-65pt_PT
dc.identifier.issn2795-5044
dc.identifier.urihttp://hdl.handle.net/10198/24698
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherUniversity of Algarvept_PT
dc.subjectImportance-Satisfaction Matrixpt_PT
dc.subjectHealth and Well-being Tourism
dc.subjectThermalism
dc.subjectChaves Thermal Spa
dc.subjectCustomer
dc.titleThe importance-satisfaction matrix as a strategic tool for termas de chaves thermal spa priority improvementspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.titleJournal of Tourism Sustainability and Well-Beingpt_PT
person.familyNameVaz
person.familyNameFernandes
person.familyNameAlves
person.familyNameNunes
person.givenNameMárcia
person.givenNamePaula Odete
person.givenNameMaria José
person.givenNameAlcina
person.identifierN-3804-2013
person.identifier.ciencia-id4217-1528-0CB4
person.identifier.ciencia-id991D-9D1E-D67D
person.identifier.ciencia-idD618-B3A9-D312
person.identifier.ciencia-id1111-680F-0CAF
person.identifier.orcid0000-0002-0587-6453
person.identifier.orcid0000-0001-8714-4901
person.identifier.orcid0000-0001-8506-4393
person.identifier.orcid0000-0003-4056-9747
person.identifier.ridM-6624-2016
person.identifier.ridM-8259-2013
person.identifier.scopus-author-id57742784000
person.identifier.scopus-author-id35200741800
person.identifier.scopus-author-id16400584800
person.identifier.scopus-author-id55907654000
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
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relation.isAuthorOfPublication.latestForDiscovery2269147c-2b53-4d1c-bc1b-f1367d197262

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