Resumo

PETRY, Tânia Regina Egert; PICKLER, Cibelli de Medeiros  e  TOMELIN, Carlos Alberto. PERCEPTIONS OF BUSINESS GUESTS OF THE QUALITY OF SERVICES PROVIDED IN HOTELS OF FLORIANÓPOLIS: AN ANALYSIS BASED ON CONTENT GENERATED ON WEBSITE BOOKING.COM. Tur., Visão e Ação [online]. 2016, vol.18, n.2, pp.327-352. ISSN 1983-7151.  http://dx.doi.org/10.14210/rtva.v18n2.p327-352.

In order to improve their participation in the business and events tourism market in Brazil, entrepreneurs in the city of Florianópolis should prioritize the quality of services offered. With increasingly demanding consumers, assisted in making their choices by websites that evaluate the services, companies need to pay more attention to the aspect of quality. In tourism, the so-called User Generated Content (UGC) has become popular, serving as a source of information. The aim of this article was to evaluate the perceptions of business guests in relation to the quality of the services provided in six hotels in the city of Florianópolis. For this purpose, an exploratory and descriptive study was carried out, using qualitative and analytical methods. A total of 1133 comments posted by users on Booking.com were used, according to the dimensions of SERVPERF quality Model. The choice of website was based on its reach among the public investigated. The most prominent elements indicated by guests were checked on a scale of priority, using the software NVIVO to analyze the texts. Based on the results, it was observed that the tangible aspects had higher priority in the reviews, especially the location, the breakfast and the comfort of the room, which were seen as the main strengths. Hotels should therefore formulate strategies to further maximize these aspects. In contrast, equipment and facilities were poorly evaluated, suggesting opportunities for improvement in the physical aspects indicated. Thinking of the categories services and infrastructure, an interrelation is seen in the attributes of quality, in the tangible aspects evaluated by the guests.

Palavras-chave : Quality of servisse; SERVPERF; Florianópolis Hotels.

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