FREIRE, T. L. R.; http://lattes.cnpq.br/6912524625497581; FREIRE, Tacianne Lumena Rodrigues.
Abstract:
This study represents the result of a study focusing on the importance of quality management
services, the segment of the hotel chain. Demonstrates that the quality provided, effectively
serves as an element of differentiation to determine the customer choice of a company. From
a bibliographic approach was performed on the theoretical explanation in which various
approaches were presented focused on the quality of services of the hotel chain. This study
aimed to diagnose the overall importance of quality services in a sample of 3 hotels hotel
chain in Campina Grande, Paraíba. As for methodology, this study deals with an exploratory,
qualitative-quantitative and descriptive with a questionnaire to measure the satisfaction of the
guests whose data showed that the hotels also studied several shortcomings that must be
eliminated, with the awareness of employees involved.