Percepção da gestão de qualidade nos hotéis de Campina Grande/PB - aplicando o modelo TOURQUAL.

Abstract

Quality service management allied to the client‟s perception has a positive influence on company‟s development, because the level of satisfaction and the client‟s expectations allows the company to discover its strengths and weaknesses in order to improve its placement in the market. In view of this, the study‟s objective is to analyze the percepction of guests regarding the quality of services based on L , in the city of Campina Grande/PB. For this, an descriptive research was conducted subdivided into three stages. It started with a bibliographic and documentary exploratory research, later a collection of comments from three hotels in the city in the social network of tourism, Booking, and finally, data collection was done with the use of netnography. The data was collected between September 2019 and February 2020, with a sample of 294 online comments. The results showed that the hotels analyzed were satisfactory, however the management needs to reinforce the security and entertainment services.