Publication
Guests’ satisfaction: application of the importance-performance analysis
| dc.contributor.author | Dmitrieva, Marharyta | |
| dc.contributor.author | Fernandes, Paula Odete | |
| dc.contributor.author | Nunes, Alcina | |
| dc.date.accessioned | 2020-04-01T08:05:33Z | |
| dc.date.available | 2020-04-01T08:05:33Z | |
| dc.date.issued | 2019 | |
| dc.description.abstract | In recent years, tourism, in general, and the hospitality sector, in particular, have grown in importance, both in terms of people involved as in terms of receipts, with the satisfaction of hotel guests being one of the main concerns in the management of hotel business. Indeed, one of the key tasks of managing organizations operating in the hospitality sector is to meet the needs of customers – the guests. It is important in competitive hospitality markets to create a suitable and pleasant hotel environment, in which guests become satisfied with the hotel’s performance according to the importance given to each of the items related with installations, employees or diversity and quality of services provided, for example. Having as an example a three-star hotel in a Spanish very competitive touristic city, which rooms can be reserved in a well know and very dissected web platform, was made a two-month survey to understand their perception regarding the attributes they consider more important in a hotel and their perception regarding the real performance of that hotel, considering the same attributes, after their stay. The results are compared and analysed using importance-performance analysis. This is a budget-oriented, simple and comprehensible technique that allows having an insight into the attributes that should be prioritized by management. The results of the survey, made specifically for the purpose of the present research, show the performance of the hotel matches the importance given by the guests to the attributes and matches the satisfaction the guests publish in the social networks, namely the one used to make the hotel reservation. | pt_PT |
| dc.description.version | info:eu-repo/semantics/publishedVersion | pt_PT |
| dc.identifier.citation | Dmitrieva, Marharyta; Fernandes, Paula O.; Nunes, Alcina (2019). Guests’ satisfaction: application of the importance-performance analysis. In 2nd International Conference on Tourism Research. Porto. p. 61-70. ISBN 978-1-912764-13-6 | pt_PT |
| dc.identifier.isbn | 978-1-912764-13-6 | |
| dc.identifier.issn | 2516-3604 | |
| dc.identifier.uri | http://hdl.handle.net/10198/21303 | |
| dc.language.iso | eng | pt_PT |
| dc.peerreviewed | yes | pt_PT |
| dc.publisher | Academic Conferences and Publishing International Limited | pt_PT |
| dc.relation | The preparation of the paper was supported by UNIAG, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and and Technology, Ministry of Science, Technology and Higher Education; “Project Code Reference UID/GES/4752/2016”. | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | pt_PT |
| dc.subject | Tourism | pt_PT |
| dc.subject | Hospitality sector | pt_PT |
| dc.subject | Hotel | pt_PT |
| dc.subject | Importance-performance analysis | pt_PT |
| dc.subject | Guests’ satisfaction | pt_PT |
| dc.title | Guests’ satisfaction: application of the importance-performance analysis | pt_PT |
| dc.type | conference paper | |
| dspace.entity.type | Publication | |
| oaire.citation.conferencePlace | Porto, Portugal | pt_PT |
| oaire.citation.endPage | 70 | pt_PT |
| oaire.citation.startPage | 61 | pt_PT |
| oaire.citation.title | 2nd International Conference on Tourism Research ICTR 2019 | pt_PT |
| person.familyName | Fernandes | |
| person.familyName | Nunes | |
| person.givenName | Paula Odete | |
| person.givenName | Alcina | |
| person.identifier | N-3804-2013 | |
| person.identifier.ciencia-id | 991D-9D1E-D67D | |
| person.identifier.ciencia-id | 1111-680F-0CAF | |
| person.identifier.orcid | 0000-0001-8714-4901 | |
| person.identifier.orcid | 0000-0003-4056-9747 | |
| person.identifier.rid | M-8259-2013 | |
| person.identifier.scopus-author-id | 35200741800 | |
| person.identifier.scopus-author-id | 55907654000 | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | conferenceObject | pt_PT |
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