Proposta de melhoria da qualidade de serviço e da satisfação dos clientes do Hotel Holiday Inn Express Porto Exponor
Miniatura indisponível
Ficheiros
Data
2017
Título da revista
ISSN da revista
Título do Volume
Editora
Resumo
O trabalho projeto apresentado tem como principal objetivo melhorar a qualidade de serviço prestada no hotel Holiday Inn Express Porto Exponor, por forma a aumentar o nível de satisfação dos seus hóspedes.
Para a realização deste trabalho iremos efetuar uma pesquisa rigorosa com vista a identificar os fatores que mais contribuíram para a insatisfação dos clientes deste estabelecimento hoteleiro. Assim, iremos utilizar os resultados dos inquéritos de satisfação efetuados nos anos de 2014 e 2015 e iremos analisar os comentários, conhecidos com reviews, que os anteriores clientes deixaram em sítios da internet especializados nesta área, como são a Booking.com, o TripAdvisor e a Expedia.com.
Pretendemos entender quais os aspetos que estão a comprometer a qualidade do hotel e como é que contribuem para a insatisfação dos hóspedes.
Utilizando a informação alcançada com os inquéritos e com os reviews, saberemos exatamente quais foram as fontes de frequente insatisfação. Desta forma, iremos conseguir projetar as medidas de melhoria para cada aspeto que necessite de intervenção.
Em suma, pretendemos saber o que o cliente pensa acerca do hotel e dos seus serviços para podermos definir estratégias de melhoramento. Desta forma, iremos alcançar a satisfação dos hóspedes, melhorar o serviço do Holiday Inn Express Porto Exponor e aumentar a notoriedade e a procura através de uma qualidade reconhecida.
The aim of this project is to improve the service quality provided in the hotel Holiday Inn Express Porto Exponor, in order to increase the level of guest satisfaction. For the accomplishment of this work we will make a rigorous research in order to identify the factors that contributed to the costumers dissatisfaction in this establishment. Thus, we will use the results of the satisfaction surveys made in 2014 and 2015 and we will analyze the reviews that the previous clients had left in specialized websites in this area, such as Booking.com, TripAdvisor and to Expedia.com. We intend to understand which aspects are compromising the quality of the hotel and how it contributes to the guest's dissatisfaction. Using the information obtained with the surveys and the reviews, we will know exactly what the dissatisfaction sources were often. In this way, we will be able to design improvement measures for each aspect that needs to be arranged. Concluding, we want to know what the customer thinks about the hotel and its services to be able to define improvement strategies. In this way, we will achieve guest satisfaction, improve the service of the Holiday Inn Express Porto Exponor and increase notoriety and demand through a recognized quality.
The aim of this project is to improve the service quality provided in the hotel Holiday Inn Express Porto Exponor, in order to increase the level of guest satisfaction. For the accomplishment of this work we will make a rigorous research in order to identify the factors that contributed to the costumers dissatisfaction in this establishment. Thus, we will use the results of the satisfaction surveys made in 2014 and 2015 and we will analyze the reviews that the previous clients had left in specialized websites in this area, such as Booking.com, TripAdvisor and to Expedia.com. We intend to understand which aspects are compromising the quality of the hotel and how it contributes to the guest's dissatisfaction. Using the information obtained with the surveys and the reviews, we will know exactly what the dissatisfaction sources were often. In this way, we will be able to design improvement measures for each aspect that needs to be arranged. Concluding, we want to know what the customer thinks about the hotel and its services to be able to define improvement strategies. In this way, we will achieve guest satisfaction, improve the service of the Holiday Inn Express Porto Exponor and increase notoriety and demand through a recognized quality.
Descrição
Orientação: Maria Isabel Andrés Marques
Palavras-chave
MESTRADO EM GESTÃO DE TURISMO, GESTÃO, GESTÃO TURÍSTICA, TURISMO, QUALIDADE DE SERVIÇO, SATISFAÇÃO DO CLIENTE, MANAGEMENT, TOURISM MANAGEMENT, TOURISM, SERVICE QUALITY, CLIENT SATISFACTION