Percepção da qualidade turística: avaliação dos serviços em um atrativo de turismo cultural na Paraíba.

Abstract

Tourism has emerged in the service sector as a promising activity, considering its growth and participation in the local economy. Due to the new demands of the market and the increase in competitiveness, organizations had to include in their activities, the measurement of quality perceived by their customers, not being different in tourism. The general objective of this dissertation is to investigate how the theoretical and empirical discussions on the quality of services behave in tourist attractions with sustainable practices. For the development of the research, 03 studies were developed, two theorists who deeply explored the literature on tourism, sustainability and quality of services. Theoretical studies present the creation of a theoretical portfolio that offers an outline of the main research approaches on quality of services in tourism, which subsidized the second moment of the study, empirical, through the application of a quality evaluation model in an attraction of indigenous tourism located in João Pessoa - PB. The empirical study highlights the tourism potential of the pioneering attraction in Brazil, which encompasses 32 Potiguara villages, as well as the average rating of 4.81 portrayed by more than 200 research participants, through the analysis of 28 quality indicators. The results indicate the growing trend lines of research in the area, especially the need to create specific models for tourism, as well as to examine them empirically. The research offers theoretical and managerial contributions, justifying its relevance.