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Publication
Gestão da qualidade de serviço no alojamento local com base nas avaliações online: um estudo de caso dos alojamentos do grupo Descontrair & Descansar
| Name: | Description: | Size: | Format: | |
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| 2.66 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Analisar o conteúdo gerado por hóspedes por meio das agências de viagem é um método eficiente para identificar pontos positivos e negativos que podem ser aprimorados (Petry, Pickler e Tomelin, 2016), e assim gerar melhor posicionamento no mercado (Leal, 2021). O objetivo do trabalho é verificar como promover a melhoria das operações do grupo Descontrair & Descansar, localizados em Faro, a partir da análise das avaliações dos alojamentos locais. O levantamento das avaliações online dos alojamentos locais deixadas na Booking.com entre outubro de 2022 e abril de 2024 irá gerar sugestões de mudanças às operações dos alojamentos locais, a fim de melhorar a gestão da qualidade de serviço e a experiência do hóspede. O Estudo de Caso é a metodologia escolhida para este trabalho. A partir da extração manual das reviews dos alojamentos locais da Descontrair & Descansar na Booking.com, organização dos dados no Excel e análise qualitativa pelo software NVivo, os dados serão analisados para além das categorias pré definidas pela OTA. Os resultados deste trabalho identificaram temas além do que se esperava quando se iniciou o desenvolvimento do estudo. Verificou-se o equilíbrio entre as avaliações com temática das comodidades e da atmosfera dos hostels. No Faro Central, foram confirmados os problemas identificados previamente ao estudo. Este trabalho é o primeiro estudo académico dos alojamentos locais da empresa Descontrair & Descansar, e permite a perspetiva académica dos estabelecimentos. A temática deste Estudo de Caso pode ser desenvolvida em trabalhos futuros destes alojamentos locais, ou pode ser utilizado para estudos de comparação com outros alojamentos locais.
Analysing content generated by guests through travel agencies is an efficient method for identifying positive and negative points that can be improved (Petry, Pickler e Tomelin, 2016) and thus generating better positioning in the market (Leal, 2021). This dissertation aims to verify how to promote the improvement of the operations of the Descontrair & Descansar group, located in Faro, based on the analysis of online reviews of its local accommodations. The online reviews of the local accommodations left on Booking.com between October 2022 and April 2024 will generate suggestions for changes to their operations, to improve the management of service quality and the guest experience. The Case Study is the methodology chosen for this dissertation. From the manual extraction of the reviews from Descontrair & Descansar’s local accommodations on Booking.com, organization of the data in Excel and qualitative analysis using the NVivo software, the data will be analysed beyond the categories pre-defined by the OTA. The results of this work identified themes beyond what was expected when the study began. There was a balance between evaluations based on the amenities and atmosphere of the hostels. In Faro Central, the problems identified prior to the study were confirmed. This work is the first academic study of Descontrair & Descansar and allows for an academic perspective on the establishments. The theme of this Case Study can be developed in future work on these local accommodations or can be used for comparison studies with other local accommodations.
Analysing content generated by guests through travel agencies is an efficient method for identifying positive and negative points that can be improved (Petry, Pickler e Tomelin, 2016) and thus generating better positioning in the market (Leal, 2021). This dissertation aims to verify how to promote the improvement of the operations of the Descontrair & Descansar group, located in Faro, based on the analysis of online reviews of its local accommodations. The online reviews of the local accommodations left on Booking.com between October 2022 and April 2024 will generate suggestions for changes to their operations, to improve the management of service quality and the guest experience. The Case Study is the methodology chosen for this dissertation. From the manual extraction of the reviews from Descontrair & Descansar’s local accommodations on Booking.com, organization of the data in Excel and qualitative analysis using the NVivo software, the data will be analysed beyond the categories pre-defined by the OTA. The results of this work identified themes beyond what was expected when the study began. There was a balance between evaluations based on the amenities and atmosphere of the hostels. In Faro Central, the problems identified prior to the study were confirmed. This work is the first academic study of Descontrair & Descansar and allows for an academic perspective on the establishments. The theme of this Case Study can be developed in future work on these local accommodations or can be used for comparison studies with other local accommodations.
Description
Keywords
Gestão da qualidade de serviço Alojamento local Avaliação online OTAs