TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions

Tourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at t...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Tiago Savi Mondo, Gabriela Gonçalves Silveira Fiates
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2017
Materias:	tourqual service quality tourist attractions brazil Business HF5001-6182
Acceso en línea:	https://doaj.org/article/cd0df5d7c0de452aa0ee081e7126c217
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:cd0df5d7c0de452aa0ee081e7126c217
record_format	dspace
spelling	oai:doaj.org-article:cd0df5d7c0de452aa0ee081e7126c2172021-11-11T15:48:07ZTOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions1807-734Xhttps://doaj.org/article/cd0df5d7c0de452aa0ee081e7126c2172017-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123051880006https://doaj.org/toc/1807-734XTourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.Tiago Savi MondoGabriela Gonçalves Silveira FiatesFUCAPE Business Schoolarticletourqualservice qualitytourist attractionsbrazilBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 14, Iss 4, Pp 448-465 (2017)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	tourqual service quality tourist attractions brazil Business HF5001-6182
spellingShingle	tourqual service quality tourist attractions brazil Business HF5001-6182 Tiago Savi Mondo Gabriela Gonçalves Silveira Fiates TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
description	Tourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.
format	article
author	Tiago Savi Mondo Gabriela Gonçalves Silveira Fiates
author_facet	Tiago Savi Mondo Gabriela Gonçalves Silveira Fiates
author_sort	Tiago Savi Mondo
title	TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_short	TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_full	TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_fullStr	TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_full_unstemmed	TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions
title_sort	tourqual: proposal of a protocol for quality evaluation on services at tourist attractions
publisher	FUCAPE Business School
publishDate	2017
url	https://doaj.org/article/cd0df5d7c0de452aa0ee081e7126c217
work_keys_str_mv	AT tiagosavimondo tourqualproposalofaprotocolforqualityevaluationonservicesattouristattractions AT gabrielagoncalvessilveirafiates tourqualproposalofaprotocolforqualityevaluationonservicesattouristattractions
_version_	1718433920763035648

TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions

Ejemplares similares