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Advisor(s)
Abstract(s)
As Tecnologias de Informação e Comunicação (TIC) desempenham atualmente um papel
fundamental em qualquer área da sociedade e especificamente em qualquer uma das que
compõem o setor turístico. A universalidade das TIC no setor do turismo em termos da oferta,
por exemplo na gestão e marketing, e da procura, desde a informação pré-viagem, reserva,
compra e partilha da experiência turística pós-viagem, possibilitou a criação de experiências
novas e inovadoras para os turistas. Também as novas fontes de informação online, como a
social media e o conteúdo gerado pelo utilizador, têm uma influência cada vez maior na perceção
e na expectativa dos turistas sobre os destinos, bem como na constituição da sua reputação e
imagem. Com a crescente popularidade e utilização de plataformas, websites e aplicações
relacionadas com o turismo, os online reviews constituem-se como uma inestimável fonte de
dados, essenciais para as empresas privadas do setor do turismo, mas também para as
organizações de gestão de marketing de destinos turístico.
Dada a importância da satisfação dos consumidores turísticos relativamente aos serviços de
alojamento e restauração numa visita a um destino turístico, propõe-se a realização de uma
análise dos online reviews, através dos conteúdos gerados pelos utilizadores efetuados na
plataforma Tripadvisor, de modo a analisar qual o grau de satisfação dos consumidores turísticos
estrangeiros relativamente aos atores de alojamento e restauração no destino turístico Vila Nova
de Foz Côa. Esta investigação tem como objetivo principal estudar as dimensões associadas à
satisfação, identificando para tal os motivos de satisfação e insatisfação e sugerindo medidas
que levem ao aumento da satisfação.
Para o efeito foi realizada uma abordagem qualitativa, tendo em consideração 343 online reviews
de 15 restaurantes e oito alojamentos turísticos existentes em Vila Nova de Foz Côa, publicados
na plataforma e website Tripadvisor, em inglês, que permitiu elaborar uma análise conceptual
utilizando o software Leximancer. Através da análise de texto foram identificados os temas
principais e conceitos, o que possibilitou dar resposta à questão de investigação formulada,
identificando para tal as dimensões associadas à satisfação dos atores de alojamento e
restauração deste destino turístico. Os resultados obtidos confirmam a satisfação geral dos
consumidores turísticos estrangeiros relativamente a estes atores.
Uma vez que até hoje não foi realizado nenhum estudo científico sobre esta realidade em
concreto, o presente estudo fornece um conjunto de dados valiosos quer para a entidade pública
responsável pela gestão do destino turístico, quer para os gestores e proprietários dos
estabelecimentos de alojamentos turísticos e restaurantes, que poderão ser utilizados para a
qualificação da sua oferta de forma a aumentar a satisfação nos seus estabelecimentos e no
destino turístico.
Esta dissertação pretende oferecer assim um contributo significativo para o conhecimento das
dimensões associadas à satisfação relativamente aos atores de alojamento e restauração do
destino turístico de Vila Nova de Foz Côa.
Information and Communication Technologies (ICT) currently play a fundamental role in any area of society and specifically in any of those that make up the tourism sector. The universality of ICT in the tourism sector in terms of supply, for example in management and marketing, and demand, from pre-travel information, reservation, purchase and sharing of the post-travel tourist experience, has enabled the creation of new and innovative options for tourists. New sources of online information, such as social media and user-generated content, are also having an increasing influence on tourists' perception and expectations of destinations, as well as on the formation of their reputation and image. With the growing popularity and use of platforms, websites and applications related to tourism, online reviews are an invaluable source of data, essential for private companies in the tourism sector, but also for marketing management organizations of tourist destinations. Given the importance of tourist consumer satisfaction regarding accommodation and restaurant services when visiting a tourist destination, it is proposed to carry out an analysis of online reviews, using user generated content on the Tripadvisor platform, to analyse the level of satisfaction of foreign tourism consumers regarding accommodation and restaurant players in the tourist destination Vila Nova de Foz Côa. This investigation's main objective is to study the dimensions related to satisfaction, identifying the reasons for satisfaction and dissatisfaction, and suggesting measures that might lead to increased satisfaction. For this purpose, a qualitative approach was carried out, considering 343 online reviews of 15 restaurants and eight tourist accommodations in Vila Nova de Foz Côa, published on the Tripadvisor platform and website, in English, which allowed the elaboration of a conceptual analysis using the Leximancer software. Through text analysis, the main themes and concepts were identified, which made it possible to answer to the research question formulated, identifying the dimensions associated to the satisfaction of the accommodation and restaurant players in this tourist destination. The results obtained confirm the general satisfaction of foreign tourism consumers regarding these players. As no scientific study has been carried out on this specific reality to date, this study provides a set of valuable insights both for the public entity responsible for managing the tourist destination and for the managers and owners of tourist accommodation and restaurant establishments, which can be used to qualify the offer and increase satisfaction in their establishments and in the tourist destination. Therefore, this dissertation aims to offer a significant contribution to the knowledge of the dimensions related to the satisfaction regarding the accommodation and restaurant players in the tourist destination of Vila Nova de Foz Côa.
Information and Communication Technologies (ICT) currently play a fundamental role in any area of society and specifically in any of those that make up the tourism sector. The universality of ICT in the tourism sector in terms of supply, for example in management and marketing, and demand, from pre-travel information, reservation, purchase and sharing of the post-travel tourist experience, has enabled the creation of new and innovative options for tourists. New sources of online information, such as social media and user-generated content, are also having an increasing influence on tourists' perception and expectations of destinations, as well as on the formation of their reputation and image. With the growing popularity and use of platforms, websites and applications related to tourism, online reviews are an invaluable source of data, essential for private companies in the tourism sector, but also for marketing management organizations of tourist destinations. Given the importance of tourist consumer satisfaction regarding accommodation and restaurant services when visiting a tourist destination, it is proposed to carry out an analysis of online reviews, using user generated content on the Tripadvisor platform, to analyse the level of satisfaction of foreign tourism consumers regarding accommodation and restaurant players in the tourist destination Vila Nova de Foz Côa. This investigation's main objective is to study the dimensions related to satisfaction, identifying the reasons for satisfaction and dissatisfaction, and suggesting measures that might lead to increased satisfaction. For this purpose, a qualitative approach was carried out, considering 343 online reviews of 15 restaurants and eight tourist accommodations in Vila Nova de Foz Côa, published on the Tripadvisor platform and website, in English, which allowed the elaboration of a conceptual analysis using the Leximancer software. Through text analysis, the main themes and concepts were identified, which made it possible to answer to the research question formulated, identifying the dimensions associated to the satisfaction of the accommodation and restaurant players in this tourist destination. The results obtained confirm the general satisfaction of foreign tourism consumers regarding these players. As no scientific study has been carried out on this specific reality to date, this study provides a set of valuable insights both for the public entity responsible for managing the tourist destination and for the managers and owners of tourist accommodation and restaurant establishments, which can be used to qualify the offer and increase satisfaction in their establishments and in the tourist destination. Therefore, this dissertation aims to offer a significant contribution to the knowledge of the dimensions related to the satisfaction regarding the accommodation and restaurant players in the tourist destination of Vila Nova de Foz Côa.
Description
Keywords
Satisfação Tripadvisor Alojamentos Restauração Vila Nova de Foz Côa