Qualidade dos serviços hoteleiros ofertados na cidade de Porto de Galinhas: na percepção dos turistas

Abstract

The purpose of this study is to identify and analyze the quality of the provision of hotel services in four of the best hotels in the city of Porto de Galinhas - PE, based on the perception of tourists. It is also worth mentioning the importance of tourism for the city, considered as one of the best tourist destinations for guests. The city's hotel services are developed to satisfy customers in the first place. To reach the objective, an exploratory and descriptive research was carried out, to evaluate customer satisfaction data. customers and in the aforementioned city. All collected data were analyzed and transformed into graphs, to facilitate the understanding of the results. Such results showed the level of quality in the guests' perception, where a certain dissatisfaction with some of the services provided was identified, and that they need to be improved and that, from the guest's perspective, are relevant points to have a better satisfaction and quality at the time. of your hosting. In addition to implying and directly interfering with their loyalty to the place they are staying, which also affects the generation of competitiveness for the city.