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Estudo da satisfação dos turistas nos alojamentos do destino turístico Peniche
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Orientador(es)
Resumo(s)
O artigo refere-se à análise da satisfação alcançada pelos turistas na sua estadia nos alojamentos do destino Peniche. O estudo passa por perceber se a satisfação é um fator determinante para a formação de lealdade ao alojamento, da sua recomendação boca-a--boca e da confiança adquirida. Nesse sentido e com base na informação recolhida através de questionários presenciais, onde a amostra final foi de 175 inquiridos (turistas que ficaram alojados pelo menos uma noite no concelho de Peniche), efetuou-se um estudo empírico, de forma a obter os resultados pretendidos na investigação. As principais conclusões ob-tidas permitem confirmar a influência positiva da satisfação sobre a formação de lealda-de ao alojamento, sobre a recomendação boca-a-boca e, por fim, na criação de confiança.
ABSTRACT: This article concerns the analysis of the satisfaction about tourism accommodation in Peniche destination. The main concern is about the trust between costumer and business, the word of mouth between clients and, the most important factor, the loyalty with a spe-cific lodging, affects the business itself. Therefore this study contributes in the development and practice of the most important factor in tourism, the client satisfaction. In this sense and based on information collected through face-to-face questionnaires, where the final sample was 175 respondents (tourists staying at least one night in the municipality of Pe-niche), an empirical study was carried out in order to obtain the desired results research. The main conclusions obtained allow us to confirm the positive influence of satisfaction on the formation of loyalty to accommodation, on the word of mouth recommendation and, finally, on the creation of trust.
ABSTRACT: This article concerns the analysis of the satisfaction about tourism accommodation in Peniche destination. The main concern is about the trust between costumer and business, the word of mouth between clients and, the most important factor, the loyalty with a spe-cific lodging, affects the business itself. Therefore this study contributes in the development and practice of the most important factor in tourism, the client satisfaction. In this sense and based on information collected through face-to-face questionnaires, where the final sample was 175 respondents (tourists staying at least one night in the municipality of Pe-niche), an empirical study was carried out in order to obtain the desired results research. The main conclusions obtained allow us to confirm the positive influence of satisfaction on the formation of loyalty to accommodation, on the word of mouth recommendation and, finally, on the creation of trust.
Descrição
Palavras-chave
Turismo Destino Alojamento Satisfação Lealdade Recomendação Confiança Tourism Destination Accommodation Satisfaction Loyalty Word of mouth Trust
Contexto Educativo
Citação
SANTOS, Inês ; FONSECA, Júlia ; RAMOS, Dulcineia (2020) - Estudo da satisfação dos turistas nos alojamentos do destino turístico Peniche. GESTIN. ISSN 1645-2534. Ano 16, nº 20/21, p. 97-108.
Editora
Escola Superior de Gestão de Idanha-a-Nova