This research confers with the relationship between customer expectation, actual experience of the services and products, guest satisfaction, value acknowledgement, and loyalty, adopted using questionnaire survey and The Lees Hotel as research subject. 232 valid samples are returned, and SPSS statistics software was applied for ¡§descriptive statistical analysis¡¨, ¡§one-way ANOVA analysis¡¨, and ¡§Scheffe T-test analysis.¡¨ According to the result of this research, guest satisfaction and value acknowledgement were not effective by the pre-consumption expectation; however, guest satisfaction and value acknowledgement were influenced by post-consumption experience. Also, the quality of services had substantial effect on guest satisfaction and value acknowledgement. Population statistics partially interfere with guest satisfaction and brand value. Guest satisfaction has apparent impact on returning for another consuming experience and recommendation.

This thesis is devoted to service quality management in the field of hotel services. It focuses mainly on an analysis of service quality and an evaluation of guest satisfaction in a selected five-star hotel in Prague. The purpose of this thesis is to find orientation in a system through which hotel investigates guest satisfaction and find its opportunities while generating useful data that will serve the hotel management. The theoretical part provides an outline of the basic methods of quality management and focuses on building a customer relationship. The practical part contains evaluation of standards and tools used at Boscolo Prague hotel along with an analysis of service quality and guest satisfaction. Attention is also paid to the effectiveness of newly introduced measures that should increase guest satisfaction. The final section is engaged in evaluating the outcomes of the analysis and in recommending possible improvements.

Queue lines are a fundamental inevitably of the modern theme park. Parks have begun to introduce various systems for combating the normal queue, some of which are at no extra cost to guests and some of which are an extra cost. These systems feature a variety of methods by which guests can bypass the normal queue and enter one featuring a minimal wait. Parks have also started to introduce elements within queues that make waiting in them easier and change guests’ perception of time, thus making the waits seem shorter. This thesis attempts to determine the attitudes of guests towards these new trends as well as traditional queuing. Experiences and perceptions of queues from theme park guests were collected and have been compared with existing literature on guest satisfaction, theme parks and queue lines in order to determine relationships between current practices and theory. The findings from these relationships resulted in several suggestions for theme parks to take into account as queues continue to evolve in order to best suit guest needs.

Made available in DSpace on 2014-12-17T15:51:35Z (GMT). No. of bitstreams: 1 MonicaAGS_DISSERT.pdf: 2402066 bytes, checksum: f23f2c0bbb436365f7ce10c3cfc34b08 (MD5) Previous issue date: 2014-03-10 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The competition among tourist destinations environmental generates the emergent need to find different strategies to close down if the purpose of delight and retain their visitants. A customer satisfaction, loyalty and the development of attachment to place form a solid compound in search of promotion a tourist destination. This study presents the general objective analysis of the relationship between attachment to place, satisfaction and loyalty of visitors, in the archipelago of Fernando de Noronha / PE. Therefore, a model will be used as reference, where they will be analyzed various constructs related to attachment to place, satisfaction and loyalty, as well as the relations between them. The methodology used in the study consists of an exploratory, descriptive, where the sample is random and consists of individuals who visited Fernando de Noronha on a pre-defined period of ten days. Based on a sample table, we defined a quantitative equivalent of 246 questionnaires, which will be applied when the visitor leaves the destination, the departure lounge of airport. A proposal focuses on the possibility to get results able to understand the subjective and intriguing relationship that involves the triad attachment to place, satisfaction and loyalty, trying to thus provide subsidies for optimizing environmental tourist destination / A competitividade entre os destinos tur?sticos ambientais gera a emergente necessidade de encontrar estrat?gias diferenciadas que tenham o prop?sito de encantar e reter seus visitantes. A satisfa??o do cliente, sua fideliza??o e o desenvolvimento de apego ao lugar formam um composto s?lido na busca da promo??o de um destino tur?stico. O estudo em quest?o, apresentou como objetivo geral uma an?lise, da rela??o entre apego ao lugar, satisfa??o e fidelidade dos visitantes, no Arquip?lago de Fernando de Noronha/PE. Para tanto, foi utilizado um modelo como refer?ncia, onde foram analisados v?rios construtos ligados ao apego ao lugar, satisfa??o e fidelidade, assim como suas rela??es entre si. A metodologia utilizada na realiza??o do estudo consiste em uma pesquisa explorat?ria, descritiva, sendo a amostra aleat?ria e composta por indiv?duos que visitaram Fernando de Noronha no per?odo de 30 de abril de 2013 a 03 de maio de 2013. Baseando-se em uma tabela amostral, definiu-se um quantitativo equivalente a 246 question?rios, que foram aplicados no momento que o visitante abandonou o destino, no sal?o de embarque do aeroporto. Os resultados demostram que os visitantes de Fernando de Noronha neste per?odo apresentaram-se satisfeitos com o destino. A sua grande maioria, 90,5% est? visitando o Arquip?lago pela primeira vez e demonstrou pretens?o de retorno e de indica??o, o que nos remete a uma poss?vel fideliza??o do destino

Smart technology has become very extensive and popular in many areas of our lives in the last few years. Their role is to make life and activities performed by the user easier, faster, better and more interesting. Smart technology has been used for years in areas such as education, industry and transport. The response of the hospitality industry is to implement technology in hotels, usually the more luxurious ones, that improves the operation of employees and is a convenience for hotel guests. The name of this concept is a smart hotel, which is similar to the already existing smart house and smart city concepts. The purpose of the study was to examine the concept of smart hotel and investigate the impact that smart technology has on guests’ satisfaction, privacy and service quality. The study was conducted using mixed methods research whereby both qualitative and quantitative data were collected in parallel, analyzed individually and then linked with each other. Qualitative data collection constituted of in-dept interviews with hotel employees and hotel guests, and the quantitative part of the study was based on the online survey with hotel guests. The main findings are a proposal definition of a smart hotel, and the belief that smart technology contributes to a better quality of provided services by employees and increases the grade of satisfaction among guests. However, the result also shows that a greater role of hotels is needed in order to reduce the disproportion of equal access to smart technology for all hotel guests.