Service Quality in Tourist Destination Pipa/Brazil: A Study Based on a Cluster Analysis

Authors

  • Domingos Fernandes Campos Universidade Potiguar
  • Dalila Nathalia Bezerra Maia Instituto Federal de educação do Rio Grande do Norte IFRN

DOI:

https://doi.org/10.7784/rbtur.v9i2.883

Keywords:

Service quality. Tourist destinations. Cluster analysis.

Abstract

This study aims to evaluate the Attractiveness and Quality factors at the tourism services provided by Pipa/RN destination. Based on 28 services attributes, the expectations of 760 tourists have been collected. The service has been evaluated by Gap Model, verifying the (dis)confirmation of expectations and perceived service. Two questions have been used to evaluate: (a) Have the expectations been varied with the social and demographic factors? (b) Have the clusters identified by cluster analysis been guided by social and demographic factors? The groups identified were marked by different priorities in relation to the attributes and by different levels of demanding on expected service.

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Author Biographies

Domingos Fernandes Campos, Universidade Potiguar

Professor do Mestrado Profissional em Administração Diretor Executivo Produção & Sistemas Consultoria Logística

Dalila Nathalia Bezerra Maia, Instituto Federal de educação do Rio Grande do Norte IFRN

Mestre em Administração pela Universidade Potiguar Administradora do IFRN

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Published

2015-08-27

How to Cite

Campos, D. F., & Maia, D. N. B. (2015). Service Quality in Tourist Destination Pipa/Brazil: A Study Based on a Cluster Analysis. Revista Brasileira De Pesquisa Em Turismo, 9(2), 258–277. https://doi.org/10.7784/rbtur.v9i2.883

Issue

Vol. 9 No. 2 (2015): May/August

Section

Articles

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