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As determinantes da qualidade de serviço nos empreendimentos turísticos em Portugal: o caso de estudo da geração Z
| Name: | Description: | Size: | Format: | |
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| 1.53 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Os empreendimentos turísticos têm vindo a sofrer alterações, por consequência de diversos fatores externos, como a evolução geracional. Tais mudanças acarretam um peso significativo na transformação do setor de atividade do turismo, que, deste modo, necessita de passar por um processo de alteração e adaptação às necessidades dos novos consumidores, mais especificamente, a geração Z.
A presente investigação prima-se por ser um estudo que, além de se focar na qualidade de serviço de uma geração ainda pouco estudada, também ganha maior amplitude por englobar os diversos empreendimentos turísticos. Porém, ao abranger o território português, esta investigação tem como propósito perceber quais as determinantes de qualidade de serviço para os indivíduos que compõem a geração Z.
De forma a obter um maior número de respostas e melhor qualidade de resultados, recorreu-se a uma metodologia de análise quantitativa, através da aplicação de questionário online. Após a aplicação do questionário os dados foram tratados no sistema IBM SPSS Statistics.
Esta investigação concluiu que o estudo da geração Z se torna fulcral para o entendimento de hábitos de consumo no contexto das viagens, perceção de qualidade de serviço e a escolha do tipo de Empreendimento Turístico, o que é corroborado por alguns autores, que referem que qualquer tipo de geração assume um padrão, porém o modo de agir está bastante correlacionado com a cultura nacional e o contexto económico e social.
Os resultados obtidos possibilitaram compreender o perfil sociodemográfico da geração Z, salientar os atributos e o seu grau de importância na qualidade de serviço no momento pré, durante e pós compra no contexto das viagens. Desta forma, pode-se afirmar que contribuiu para o desenvolvimento e adaptação dos empreendimentos turísticos e que funciona como ferramenta no auxílio dos gestores hoteleiros.
Tourist developments have been undergoing changes, because of several external factors, such as generational evolution. Such changes carry a significant weight in the transformation of the tourism activity sector, which, therefore, needs to undergo a process of change and adaptation to the needs of new consumers, specifically, Generation Z. The present investigation stands out for being a study that, in addition to focusing on the quality of service of a generation still little studied, also gains greater breadth by encompassing the various tourist enterprises. However, by covering the Portuguese territory, this investigation aims to understand which are the determinants of quality of service for individuals that make up Generation Z. A quantitative analysis methodology was used to obtain a greater number of responses and better quality of results, through an online questionnaire. After applying the questionnaire, the data were processed using the IBM SPSS Statistics system. This investigation concluded that the study of Generation Z becomes central to understanding consumption habits in the context of travel, perception of service quality and the choice of type of Tourist Enterprise, which is corroborated by some authors, who refer that any type of generation assumes a pattern, but the way of acting is highly correlated with the national culture and the economic and social context. The results made it possible to understand the sociodemographic profile of Generation Z, highlighting the attributes and their degree of importance in the quality of service in the moment before, during and after purchase in the context of travel. In this way, it can be said that it contributed to the development and adaptation of tourist enterprises and that it works as a tool to help hotel managers.
Tourist developments have been undergoing changes, because of several external factors, such as generational evolution. Such changes carry a significant weight in the transformation of the tourism activity sector, which, therefore, needs to undergo a process of change and adaptation to the needs of new consumers, specifically, Generation Z. The present investigation stands out for being a study that, in addition to focusing on the quality of service of a generation still little studied, also gains greater breadth by encompassing the various tourist enterprises. However, by covering the Portuguese territory, this investigation aims to understand which are the determinants of quality of service for individuals that make up Generation Z. A quantitative analysis methodology was used to obtain a greater number of responses and better quality of results, through an online questionnaire. After applying the questionnaire, the data were processed using the IBM SPSS Statistics system. This investigation concluded that the study of Generation Z becomes central to understanding consumption habits in the context of travel, perception of service quality and the choice of type of Tourist Enterprise, which is corroborated by some authors, who refer that any type of generation assumes a pattern, but the way of acting is highly correlated with the national culture and the economic and social context. The results made it possible to understand the sociodemographic profile of Generation Z, highlighting the attributes and their degree of importance in the quality of service in the moment before, during and after purchase in the context of travel. In this way, it can be said that it contributed to the development and adaptation of tourist enterprises and that it works as a tool to help hotel managers.
Description
Keywords
Geração z Qualidade Atributos Hotelaria Satisfação do cliente Tecnologia