Resumo

LIMBERGER, Pablo Flôres; MEIRA, Jéssica Vieira de Souza; ANANA, Edar da Silva  e  SOHN, Ana Paula Lisboa. THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS). Tur., Visão e Ação [online]. 2016, vol.18, n.3, pp.690-714. ISSN 1983-7151.  http://dx.doi.org/10.14210/rtva.v18n2.p690-714.

The quality of services offered by hotels has been the object of several studies in the area of hotel management. The main purpose of this research is to analyse the quality of services provided by hotels in Florianópolis (SC), through the evaluation criteria of the company Booking. com. The study uses a descriptive-quantitative approach, based on Online Travel Reviews (OTRs) available on the website www.booking.com. A total of 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, cleanliness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis, and cluster analysis. The results show that the criteria comfort and amenities influence the evaluation of the other criteria, as well as the tourists’ overall satisfaction.

Palavras-chave : Service Quality; Hotel; Online Travel Reviews; Booking.com.

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