Qualidade dos meios de hospedagem cearenses

um estudo baseado nas avaliações do consumidor evidenciadas no site TripAdvisor

Autores

DOI:

https://doi.org/10.7784/rbtur.v15i3.2011

Palavras-chave:

Qualidade, Meios de hospedagem, Consumidor, TripAdvisor.

Resumo

O objetivo geral do presente estudo é analisar a influência dos atributos da qualidade do serviço evidenciadas pelo site TripAdvisor, na satisfação geral do consumidor. A amostra é composta por 43 localidades cearenses que participam do ranking de destinos mais procurados pelos turistas no Ceará, constituindo um total de 2.293 estabelecimentos, cujas avaliações foram capturadas por um crawler e, em seguida, extraídas com uso de um parser, ambos executados em linguagem Python. Os resultados gerados por meio de métodos quantitativos. Os resultados sugerem que investimentos na estrutura dos quartos, no atendimento e na limpeza poderiam aumentar a satisfação dos clientes, tendo em vista que são esses atributos, respectivamente, que têm a maior probabilidade de influenciar um cliente a atribuir nota máxima ao estabelecimento. Outros achados mostram que a maioria dos estabelecimentos avaliados com nota máxima estão localizados principalmente no litoral, com destaque para os de Jericoacoara, que hospedagens situadas em municípios mais extensos e populosos têm, em média, menos chances de serem avaliadas com notas máximas de satisfação geral, que os hóspedes tendem a ficar mais rigorosos com o passar o tempo, levando a atribuir notas menores de satisfação geral.

Biografia do Autor

Emanuela Mota Silva, Universidade Federal do Ceará (UFC), Fortaleza, CE.

Possui graduação em Ciências Contábeis (Uece) e em Ciências Econômicas (UFC). Mestrado em Economia Rural (UFC) e Mestrado em Administração e Controladoria (UFC). Atualmente é professora do curso de Ciências Contábeis da Uece.

George Alberto de Freitas, Centro Universitário Fametro (UniFametro), Fortaleza, CE, Brasil.

Doutor em Administração e Controladoria (UFC), com período sanduíche na Universidade de Salamanca – Espanha. Mestre em Economia Rural (UFC). Possui graduações em Ciências Econômicas, em Direito e em Ciências Contábeis, todas pela UFC. Foi oficial de carreira da Marinha do Brasil. Atualmente é economista do Banco do Nordeste e professor dos cursos de Engenharia de Produção da Unifametro e de Ciências Contábeis da Universidade Estadual do Ceará (Uece).

Silvia Maria Dias Pedro Rebouças, Universidade Federal do Ceará (UFC), Fortaleza, CE.

Possui Pós-Doutorado em Métodos Quantitativos Aplicados à Economia e à Gestão pela Faculdade de Economia da Universidade do Algarve, Doutorado em Estatística e Investigação Operacional pela Faculdade de Ciências da Universidade de Lisboa, Mestrado em Gestão Empresarial pela Faculdade de Economia da Universidade do Algarve e Licenciatura em Matemática Aplicada e Computação no ramo de especialização de Probabilidades e Estatística, pelo Instituto Superior Técnico da Universidade Técnica de Lisboa. Atualmente é professora associada no Instituto Superior Manuel Teixeira Gomes e fundadora da Dataoutbox, onde ministra cursos de formação e presta consultoria em Ciência de Dados.

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Publicado

2021-06-02