Acceso usuarios
Hamilton Pozo
Esta investigación tiene como objetivo investigar, utilizando el modelo Servqual, el nivel de brechas en los servicios ofrecidos por hoteles de cuatro estrellas en una ciudad de temporada invernal, característica de Suiza, llamada Campos do Jordão/SP, Brasil. Esta investigación utiliza datos cualitativos y cuantitativos. El instrumento de recolección de datos fue un cuestionario Servqual publicado por Parasuraman et al. (1988), que se aplicó a ocho hoteles (propietarios, administradores y clientes). De esta manera verificamos disfunciones significativas y resultados de servicio sobre los factores competitivos que los clientes valoran. Un cuestionario de Servqual midió la calidad del servicio utilizando cinco dimensiones: tangibilidad, confiabilidad, prontitud, seguridad y hospitalidad. Los resultados indicaron una perfecta interacción entre los agentes de los hoteles encuestados respecto a las disfunciones científicas. Esta investigación buscó investigar el nivel de las brechas en los servicios ofrecidos por los hoteles en la ciudad de Campos do Jordão, el tamaño de las brechas relacionadas con disfunciones competitivas, estratégicas y operativas en los negocios investigados, y probar un conjunto de hipótesis. Todas las hipótesis fueron confirmadas.
Purpouse: This research aims to investigate, using the Servqual model, the level of gaps in services offered by four-star hotels in a winter season city, characteristic of Switzerland, called Campos do Jordão/SP, Brazil.
Teorical Framework: Quality of service is crucial to the success of any service organization. As customers participate in the delivery and consumption of services, they closely interact with various aspects of organizations, critically evaluating the services they provide. Customers assess the quality of a service they receive by comparing it with the service they desire. Thus, quality of service plays a critical role in adding value to the overall service experience.
Metodology: This research uses qualitative and quantitative data. The data collection instrument was a Servqual questionnaire published by Parasuraman et al. (1988), which was applied to eight hotels (owners, managers, and customers). In this way, we verify significant dysfunctions and service results about the competitive factors that customers value.
Findings: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps.
Research, Paratical and Social Implicantions: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps.
Originality/Value: The results help stimulate new research on the quality of services and facilitate an analysis of the procedures used to meet the expectations of hospitality in hotels. Finally, this study has presented some initial considerations and guidelines for the elaboration of specific projects that allow quantifying the quality of services and developing actions that reduce or even eliminate competitive dysfunctions, as well as contributing to future studies regarding the proposition of new models for the evaluation of the quality of services.
Esta pesquisa tem como objetivo investigar, por meio do modelo Servqual, o nível de lacunas nos serviços oferecidos por hotéis quatro estrelas em uma cidade de inverno, característica da Suíça, chamada Campos do Jordão/SP, Brasil. Esta pesquisa utiliza dados qualitativos e quantitativos. O instrumento de coleta de dados foi um questionário Servqual publicado por Parasuraman et al. (1988), que foi aplicado a oito hotéis (proprietários, gestores e clientes). Dessa forma, verificamos disfunções e resultados de serviço significativos sobre os fatores competitivos que os clientes valorizam. Um questionário Servqual mediu a qualidade do serviço usando cinco dimensões: tangibilidade, confiabilidade, presteza, segurança e hospitalidade. Os resultados indicaram uma interação perfeita entre os agentes dos hotéis pesquisados quanto às disfunções científicas. Esta pesquisa buscou investigar o nível de lacunas nos serviços oferecidos pelos hotéis da cidade de Campos do Jordão, o tamanho das lacunas relacionadas a disfunções competitivas, estratégicas e operacionais nos negócios pesquisados e testar um conjunto de hipóteses. Todas as hipóteses foram confirmadas
