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Abstract(s)
O turismo é um setor que envolve serviços, bens e pessoas, pelo que estar atento às
alterações de mercado poderá ser uma vantagem, de forma a antecipar necessidades e
desejos por parte dos consumidores e assim evitar ficar aquém das suas expectativas.
A presente investigação pretende caracterizar o perfil sociodemográfico dos clientes,
identificar os fatores que levaram à escolha do hotel em que pernoitam, medir a
importância dos fatores de natureza ambiental, bem como o nível de satisfação dos
hóspedes de duas unidades algarvias: Baía Beach Hotel e Lagoa Apartment Hotel. O
período de estágio, contou com uma carga total de 800 horas, inserido no mestrado em
Direção e Gestão Hoteleira pela Universidade do Algarve.
O objetivo principal do estágio passa não só por aplicar todos os conhecimentos
adquiridos em contexto académico no 1º ano do Mestrado ao contexto real das unidades
de alojamento, mas também aprofundar os conhecimentos na área do marketing.
A metodologia utilizada assenta numa pesquisa quantitativa com recurso a um inquérito
por questionário dirigido a todos os clientes do Baía Beach Hotel e do Lagoa Apartment
Hotel. Face ao objetivo principal da investigação, podemos referir que fatores como a
limpeza, o conforto, a qualidade do serviço, o valor e a localização são considerados os
mais importantes para os hóspedes das unidades de estudo. Por outro lado, fatores de
natureza ambiental, tais como utilização de meios de transporte ecológicos, a poupança
no consumo de energia e boas práticas de reciclagem são considerados os menos
importantes. Relativamente ao nível de satisfação, os clientes avaliam a limpeza, a
qualidade do serviço e a localização como os fatores mais satisfatórios, enquanto os
fatores de natureza ambiental são vistos como menos satisfatórios.
Tourism is a sector that involves services, goods and people, so it may be quite an advantage to be aware of market changes in order to identify consumers’ needs and desires. The aim of this investigation work is to feature the sociodemographic profile of the clients, to identify the factors that lead to the choice of a hotel, to check the importance of environmental factors and of guests’ satisfaction standards concerning two hotel units in the Algarve: the Baía Beach Hotel and the Lagoa Apartment Hotel. These were the places where this internship has taken place for a total of 800 hours, as part of the Masters’ Degree in Hotel Management at the University of Algarve. The main aim of this internship is not only to apply the knowledge acquired in academic context throughout the 1st year of the Master's Degree to the real context of the accommodation units, but also to learn about marketing strategies. The methodology used is based on a quantitative research by means of a survey addressed to all customers of Baía Beach Hotel and Lagoa Apartment Hotel. Owing to the main objective of the investigation, factors such as cleanliness, comfort, service quality, value and location are considered the most important ones for the guests of these hotels. On the other hand, environmental related factors, such as the use of ecolofriendly means of transport, energy savings and effective recycling practices are considered the least important. Regarding the level of satisfaction, customers evaluate cleanliness, service quality and location as the most satisfactory factors, while environmental factors are seen as less satisfactory.
Tourism is a sector that involves services, goods and people, so it may be quite an advantage to be aware of market changes in order to identify consumers’ needs and desires. The aim of this investigation work is to feature the sociodemographic profile of the clients, to identify the factors that lead to the choice of a hotel, to check the importance of environmental factors and of guests’ satisfaction standards concerning two hotel units in the Algarve: the Baía Beach Hotel and the Lagoa Apartment Hotel. These were the places where this internship has taken place for a total of 800 hours, as part of the Masters’ Degree in Hotel Management at the University of Algarve. The main aim of this internship is not only to apply the knowledge acquired in academic context throughout the 1st year of the Master's Degree to the real context of the accommodation units, but also to learn about marketing strategies. The methodology used is based on a quantitative research by means of a survey addressed to all customers of Baía Beach Hotel and Lagoa Apartment Hotel. Owing to the main objective of the investigation, factors such as cleanliness, comfort, service quality, value and location are considered the most important ones for the guests of these hotels. On the other hand, environmental related factors, such as the use of ecolofriendly means of transport, energy savings and effective recycling practices are considered the least important. Regarding the level of satisfaction, customers evaluate cleanliness, service quality and location as the most satisfactory factors, while environmental factors are seen as less satisfactory.
Description
Keywords
Hotelaria Satisfação Fatores de escolha Estágio