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Satisfaction to compete? Proposal of a model for health and wellness tourism

2023Conference paper Open access
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dc.contributor.authorSilvério, Ana Cristina
dc.contributor.authorVaz, Márcia
dc.contributor.authorFerreira, Fernanda A.
dc.contributor.authorAlves, Maria José
dc.contributor.authorFernandes, Paula Odete
dc.date.accessioned2023-06-30T10:09:28Z
dc.date.available2023-06-30T10:09:28Z
dc.date.issued2023
dc.date.updated2023-06-27T10:38:56Z
dc.description.abstractThe main objective of this research was to develop an index to assess the perceived value of tourism services at the level of customer satisfaction by applying it in the context of health and wellness tourism. Methodology: Using exploratory factorial analysis (EFA), the model’s constructs were identified, and the satisfaction index of thermal customers was estimated. This method was applied to a set of data collected through a questionnaire distributed to users from thermal spa of Chaves, Portugal, through probabilistic sampling. A total of 107 participants were obtained, with a response ratio of 53.5%. Results: Participants expressed a high level of satisfaction due to the perceived quality of various services offered, including the infrastructure and technical team. The satisfaction index of the technical team is higher than that of the infrastructures and services provided, representing the highest contribution rate to the global model. Limitations: As limitations, other variables that influence customer satisfaction could have been included, such as prices, emotional components, and corporate social responsibility. Furthermore, only customer satisfaction in a particular thermal establishment was analysed. Future academics studies can compare the model with other establishments and/or contexts, identifying critical points and strategies to continuously improve customer satisfaction. Practical implications: By establishing a thermal customer satisfaction index, tourism authorities and the different economic agents can obtain objective information on the results of thermal services. Tourism managers can thus set goals for improvement, competitiveness, and loyalty. Originality: This study's unique contribution lies in how thermal customer satisfaction index or indicators are easily measured by applying EFA. A new approach is used to measure satisfaction based on a scale from 0 to 100%. The index results are very useful for making decisions on resource allocation and comparing different thermal establishments compared to traditional techniques.pt_PT
dc.description.sponsorshipThis article is a result of the project "GreenHealth - Digital strategies in biological assets to improve well-being and promote green health" (Norte-01-0145-FEDER-000042), supported by Norte Portugal Regional Operational Programme (NORTE 2020), under the PORTUGAL 2020 Partnership Agreement, through the European Regional Development Fund (ERDF)". The authors are grateful to the FCT Portugal for financial support by national funds FCT/MCTES to UNIAG, under Project n. UIDB/04752/2020 and UIDP/04752/2020pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationSilvério, Ana Cristina; Vaz, Márcia; Ferreira, Fernanda A.; Alves, Maria José; Fernandes, Paula O. (2023). Satisfaction to compete? Proposal of a model for health and wellness tourism. In International Workshop Tourism and Hospitality Management. p. 48-65. ISBN 978-989-54164-3-1pt_PT
dc.identifier.isbn978-989-54164-3-1
dc.identifier.issn2184-5514
dc.identifier.slugcv-prod-3292027
dc.identifier.urihttp://hdl.handle.net/10198/28494
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherISAG - European Business Schoolpt_PT
dc.relationApplied Management Research Unit
dc.relationApplied Management Research Unit
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.subjectSatisfactionpt_PT
dc.subjectCustomerpt_PT
dc.subjectHealth and wellness tourismpt_PT
dc.subjectMultivariate modelpt_PT
dc.subjectSatisfaction indexpt_PT
dc.titleSatisfaction to compete? Proposal of a model for health and wellness tourismpt_PT
dc.typeconference paper
dspace.entity.typePublication
oaire.awardTitleApplied Management Research Unit
oaire.awardTitleApplied Management Research Unit
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04752%2F2020/PT
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDP%2F04752%2F2020/PT
oaire.citation.endPage65pt_PT
oaire.citation.startPage48pt_PT
oaire.citation.titleInternational Workshop Tourism and Hospitality Managementpt_PT
oaire.fundingStream6817 - DCRRNI ID
oaire.fundingStream6817 - DCRRNI ID
person.familyNameSilvério
person.familyNameVaz
person.familyNameAlves
person.familyNameFernandes
person.givenNameAna Cristina
person.givenNameMárcia
person.givenNameMaria José
person.givenNamePaula Odete
person.identifierN-3804-2013
person.identifier.ciencia-id7914-E20A-2B3C
person.identifier.ciencia-id4217-1528-0CB4
person.identifier.ciencia-idD618-B3A9-D312
person.identifier.ciencia-id991D-9D1E-D67D
person.identifier.orcid0000-0002-9228-0622
person.identifier.orcid0000-0002-0587-6453
person.identifier.orcid0000-0001-8506-4393
person.identifier.orcid0000-0001-8714-4901
person.identifier.ridM-6624-2016
person.identifier.scopus-author-id57742784000
person.identifier.scopus-author-id16400584800
person.identifier.scopus-author-id35200741800
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.cv.cienciaid7914-E20A-2B3C | Ana Cristina Brás Silvério
rcaap.rightsopenAccesspt_PT
rcaap.typeconferenceObjectpt_PT
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