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dc.creatorSilva, Maria das Graças Santos Freire da
dc.date.accessioned2025-05-04T16:16:19Z
dc.date.available2025-05-04T16:16:19Z
dc.date.issued2025-02-28
dc.identifier.citationSILVA, Maria das Graças Santos Freire da. Qualidade do atendimento hoteleiro e sua influência na satisfação e fidelização dos hóspedes: um estudo no Grand Mercure Recife Boa Viagem. 2025. 82f. Trabalho de Conclusão de Curso. (Curso Superior Tecnológico em Gestão Turismo) - Instituto Federal de Ciência e Tecnologia de Pernambuco, Recife. 2025.pt_BR
dc.identifier.urihttps://repositorio.ifpe.edu.br/xmlui/handle/123456789/1653
dc.description.abstractThis study aimed to analyze the quality of hotel service and its influence on guest satisfaction, loyalty, and digital reputation at Grand Mercure Recife Boa Viagem. A quantitative research approach was adopted, based on data collected by the hotel between 2018 and 2024 through structured questionnaires administered to guests. The theoretical framework was grounded in service marketing and customer experience theory, addressing concepts such as perceived quality, consumer behavior in the hospitality industry, and digital reputation (Zeithaml & Bitner, 2017; Lovelock & Wirtz, 2022). The results indicated that factors such as staff friendliness, prime location, and hotel infrastructure were key determinants of guest satisfaction. However, check-in waiting time, problem resolution efficiency, and service digitalization were identified as areas for improvement. The analysis also revealed that digital reputation plays a significant role in booking decisions, reinforcing the need for active management of online reviews. Based on these findings, it is recommended to implement operational improvements, enhance digital technologies, and strengthen loyalty programs to ensure greater hotel competitiveness. This study contributes to the hospitality management literature by highlighting the importance of service excellence and personalized customer experiences in guest retention and attraction.pt_BR
dc.format.extent82f.pt_BR
dc.languagept_BRpt_BR
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dc.rightsAcesso Abertopt_BR
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dc.subjectTurismopt_BR
dc.subjectHotelariapt_BR
dc.subjectQualidade no Atendimentopt_BR
dc.subjectMarketing de Serviçospt_BR
dc.titleQualidade do atendimento hoteleiro e sua influência na satisfação fidelização dos hospedes : um estudo no Gran Mercure Recife Boa viagempt_BR
dc.typeTCCpt_BR
dc.creator.Latteshttp://lattes.cnpq.br/6037233399017830pt_BR
dc.contributor.advisor1Silva, André Luís José da
dc.contributor.advisor1Latteshttp://lattes.cnpq.br/4179947502792033pt_BR
dc.contributor.referee1Silva, André Luís José da
dc.contributor.referee2Bezerra, Thales Ramon de Queiroz
dc.contributor.referee3Avelino, Vitoria Eduarda P
dc.contributor.referee1Latteshttp://lattes.cnpq.br/4179947502792033pt_BR
dc.contributor.referee2Latteshttp://lattes.cnpq.br/4731505337833549pt_BR
dc.contributor.referee3Latteshttp://lattes.cnpq.br/5542215849846801pt_BR
dc.publisher.departmentRecifept_BR
dc.publisher.countryBrasilpt_BR
dc.subject.cnpqCIENCIAS SOCIAIS APLICADAS::TURISMOpt_BR
dc.description.resumoEste estudo teve como objetivo analisar a qualidade do atendimento hoteleiro e sua influência na satisfação, fidelização e reputação digital dos hóspedes do Grand Mercure Recife Boa Viagem. Para isso, foi realizada uma pesquisa quantitativa, baseada na análise de dados coletados pelo próprio hotel entre os anos de 2018 e 2024, por meio de questionários estruturados aplicados aos hóspedes. A fundamentação teórica foi baseada no marketing de serviços e na teoria da experiência do cliente, abordando conceitos de qualidade percebida, comportamento do consumidor na hotelaria e reputação digital (Zeithaml & Bitner, 2017; Lovelock & Wirtz, 2022). Os resultados indicaram que fatores como cordialidade da equipe, localização privilegiada e infraestrutura do hotel foram determinantes na satisfação dos hóspedes. No entanto, o tempo de espera no check-in, a eficiência na resolução de problemas e a digitalização dos serviços foram identificados como pontos de melhoria. A análise revelou ainda que a reputação digital exerce grande influência na decisão de reserva, reforçando a necessidade de gestão ativa das avaliações online. Diante dos achados, recomenda-se a implementação de melhorias operacionais, aprimoramento das tecnologias digitais e fortalecimento de programas de fidelização, garantindo maior competitividade ao hotel. O estudo contribui para a literatura da gestão hoteleira ao evidenciar a importância da excelência no atendimento e da personalização da experiência do cliente para a retenção e atração de hóspedes.pt_BR


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