The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence

Authors

  • Pablo Flores Limberger UNIVALI
  • Francieli Boaria UNIOESTE - Universidade Estadual do Oeste do Paraná
  • Sara Joana Gadotti dos Anjos UNIVALI

DOI:

https://doi.org/10.7784/rbtur.v8i3.803

Keywords:

TripAdvisor, Quality of service, Excellence in hospitality.

Abstract

Social media change the way tourists seek and exchange information and determine management changes and implications for tourism businesses, including lodging facilities. Reviews and ratings from guests have affected the reputation of organizations both positively and negatively. The website for user-generated content allow this information to reach other tourists, assessing the quality of service and influencing the decision of new visitors. Thus, this research aimed to investigate the variables of satisfaction that influence the overall satisfaction in hotels of excellence and if there is difference between the influences depending on hotel typology. Were analyzed 1373 hotels elected as the best, according to the 2014 award TripAdvisor ratings (the best 355 hotels, 343 in small hotels, 352 in cheaper hotels and guesthouses & inns in 323). The methodology employed was a multiple regression analysis, one technique to analyze the effect of independent variables into a single variable, as Hair, Anderson Taham and Black (2005). Assessments contained in an independent manner verifications on: overall satisfaction, value for money, location, sleep quality, rooms, cleanliness and service. The results broadly demonstrate the importance of attending to the quality services, being one of the top influencers in overall satisfaction for 3 of the 4 types of hotels analyzed.

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Published

2014-11-21

How to Cite

Limberger, P. F., Boaria, F., & Anjos, S. J. G. dos. (2014). The relation between overall satisfaction and the variables of satisfaction in hospitality in hotels of excellence. Revista Brasileira De Pesquisa Em Turismo, 8(3), 435–455. https://doi.org/10.7784/rbtur.v8i3.803

Issue

Vol. 8 No. 3 (2014): September/December

Section

Articles

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