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Previous issue date: 2006-05-19 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The objective of this thesis was studying the factors which contribute to customer s satisfaction and loyalty, focusing the Norwegian model of satisfaction and loyalty of the consumer, applied in the sector of hotel services in Natal/RN, Brazil. The theoretical research was led through the concepts of service quality, customer satisfaction and loyalty, models of quality management systems, national index of customer s satisfaction and methods which evaluate the customer s satisfaction. The field research was carried through from December 1st of 2004 to 24 st, among 381 international tourists who had been housed in the hotels of Natal. The analyses of the data had been made through the descriptive statistics and analysis of multiple regression. The results had evidenced that the main precedents variables of satisfaction had been: hotel s room, staff friendliness, hotel restaurant food and price paid; these are factors which explained, in 56,0% the variation of satisfaction with hotels. In relation to the constructs which had influenced the tourist s loyalty, were founds: tourist s satisfaction, hotel image and affective commitment, which had explained 53.0% of the data variability. The complaint management resulted as a basic factor for the tourist s satisfaction and loyalty / Esta tese objetivou o estudo dos fatores que contribuem para a satisfa??o e a fidelidade do cliente, enfocando o modelo noruegu?s de ?ndice de satisfa??o e fidelidade do consumidor, aplicado no setor de servi?o hoteleiro em Natal/RN, Brasil. A pesquisa te?rica foi direcionada para os conceitos de qualidade de servi?os, satisfa??o e fidelidade do cliente, modelos de sistemas de gest?o da qualidade, ?ndices nacionais de satisfa??o do cliente e m?todos que dimensionam a satisfa??o do consumidor. A pesquisa de campo foi realizada no per?odo de 1 a 24 de dezembro de 2004, com 381 turistas internacionais que se hospedaram nos hot?is de Natal. As an?lises dos dados foram feitas atrav?s da estat?stica descritiva e da an?lise de regress?o m?ltipla. Os resultados evidenciaram que as principais vari?veis influenciadoras da satisfa??o foram: o quarto do hotel, a cordialidade de seus funcion?rios, seu restaurante relativo a comida e o pre?o pago ao hotel que explicaram em 56,0% a varia??o da satisfa??o com os hot?is. Em rela??o aos construtos que influenciaram a fidelidade dos h?spedes, encontrou-se: a satisfa??o dos h?spedes, a imagem do hotel e o compromisso afetivo, os quais explicaram 53,0% da variabilidade dos dados. O gerenciamento de reclama??es resultou como um fator fundamental para a satisfa??o e a fidelidade do turista
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/14986 |
| Date | 19 May 2006 |
| Creators | Gonz?lez, Mario Orestes Aguirre |
| Contributors | CPF:00907736750, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4784139P6, Ramos, Anat?lia Saraiva Martins, CPF:24140392304, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4782144T2, Idrogo, Aur?lia Altemira Acun?, CPF:23761539487, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4783354T2, Ramos, Rubens Eug?nio Barreto |
| Publisher | Universidade Federal do Rio Grande do Norte, Programa de P?s-Gradua??o em Engenharia de Produ??o, UFRN, BR, Estrat?gia; Qualidade; Gest?o Ambiental; Gest?o da Produ??o e Opera??es |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
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