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Previous issue date: 2015-03-25 / O turismo de neg?cios ? um dos segmentos tur?sticos com caracter?sticas de
mercado diferenciadas de outras segmenta??es, como a baixa sazonalidade, n?o
necessita de atrativos naturais, funciona como proje??o do destino e gera n?meros
rent?veis maiores. Devido ao contexto de viagem do turista de neg?cios, o hotel, na
maioria das vezes, exerce papel fundamental entre os elementos da cadeia
produtiva nessa segmenta??o. O turismo de neg?cios em Teresina funciona como a
principal segmenta??o da capital, j? que representa quase 70% da demanda
hoteleira, da? justifica-se a presente pesquisa ter como objetivo avaliar atrav?s da
percep??o dos turistas de neg?cios, o n?vel da qualidade dos servi?os dos meios de
hospedagens da cidade de Teresina. A pesquisa ? de natureza explorat?ria e
descritiva, de car?ter funcionalista. Em termos metodol?gicos, o estudo caracterizase
por pesquisa quali-quantitativa, apoiada por uma base em pluralismo
metodol?gico. Para a coleta de dados prim?rios, para a coleta de dados prim?rios,
aplicou-se um instrumento de pesquisa adaptado do modelo SERVPERF (Service
Performance). Os locais de pesquisa foram meios de hospedagens da capital
piauiense, restringindo-se apenas aqueles que se enquadrassem na categoria hotel
e dentro da regi?o metropolitana de Teresina. Os sujeitos da pesquisa foram turistas
de neg?cios frequentadores destes hot?is. Para a an?lise, levou-se em considera??o
alguns fatores, quais sejam: an?lise descritiva, an?lise fatorial, matriz de correla??o
das vari?veis, foi elaborada ainda um gr?fico dos l?xicos obtidos na pesquisa sobre
a vis?o de qualidade no servi?o hoteleiro dos pesquisados, por fim, a an?lise
qualitativa foi baseada nas teorias de marketing, segmenta??o e qualidade em
servi?os aplicados ao turismo. Os resultados apontaram que o servi?o hoteleiro de
Teresina encontra-se em uma m?dia regular, com destaque para as dimens?es de
Confiabilidade e Seguran?a. J? a an?lise fatorial indicou o surgimento de dois
fatores para a explica??o da dimens?o Empatia, um a respeito da organiza??o, e
outro, ao pr?prio consumidor. E pela Lexicometria foi poss?vel observar a
import?ncia para o cliente de outras vari?veis como aspectos pessoais, pre?o e
localiza??o para essa segmenta??o de turismo. / Business tourism is one of tourist segments with different market characteristics in
relation to others segmentations, such as low seasonality, there is no requirement of
natural attractions, it serves as destination projection and it generates profitable
larger numbers. Due to the context around business travels, the hotel so many times
has a fundamental whole among the elements of the production chain in this
segmentation. Business tourism in Teresina is the primary segmentation of the
capital, since it represents almost 70% of hotel demand; hence this research has as
objective to evaluate through the perceptions of business travelers, the level of
quality services of hotels of Teresina. The research is exploratory and descriptive, of
functionalist character. This study is characterized by qualitative and quantitative
research, supported by a basis of methodological pluralism. For primary data
collection was performed applying a suitable research instrument of SERVPERF
model (Service Performance). The universe of this study were Teresina's
accommodations, restricted to only those that fit in hotel category and it was inside
metropolitan area of Teresina. The study subjects were business travelers who were
hosted in these hotels. For the analysis, it was considered certain factors: descriptive
analysis, factor analysis, correlation matrix analysis of the variables; It was still
compiling a graphic of lexicons obtained in the survey about respondent's the notion
of quality of vision in the hotel service; Finally, qualitative analysis was based on the
theories of marketing, targeting and quality of tourism services applied. The results
show that the Teresina hotel service is on a regular average, especially for Reliability
and Safety dimensions were highlighted. Whereas, the factor analysis showed the
emergence of two factors to explain "Empathy" dimension, one of this is about the
organization and the other one is about consumer. And by Lexicometria was possible
to observe the importance to the customer of other variables such as: personal
aspects, price and location for this tour segmentation.
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/20185 |
| Date | 25 March 2015 |
| Creators | Rodrigues, Danielle Smilay de Almeida |
| Contributors | 39884490163, Marques J?nior, S?rgio, 12345018801, Silva, Sidcley D'sordi Alves Alegrini da, 02933946440, Ferreira, Lissa Val?ria Fernandes |
| Publisher | Universidade Federal do Rio Grande do Norte, PROGRAMA DE P?S-GRADUA??O EM TURISMO, UFRN, Brasil |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| 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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