Avaliação da qualidade dos serviços oferecidos nos Hoteis do Município de Inhambane: estudo de caso do H otel casa do Capitão

Abstract

This investigation focuses on evaluating the quality of services offered in hotels in the Municipality of Inhambane, specifically at the Hotel Casa do Capitão, using the Servperf and Servequal models as tools for analyzing the services offered at the Hotel Casa do Capitão. Its main objective is to assess the level of quality of services provided to clients who frequent and consume the services offered at the Hotel Casa do Capitão. This monograph is classified as a basic exploratory study, whose elaboration was carried out using research techniques such as bibliographic and documentary research. This allowed the author to combine different sources of secondary information scientifically treated by other authors who have already addressed the topic under analysis. Primary data were also acquired through field research conducted at the Hotel Casa do Capitão, from various groups, such as clients, managers, and hotel employees. Through the use of data collection tools such as questionnaires, interview guides, and observation guides.The variables or indicators of quality assessment include the level of satisfaction of clients or tourists who frequent the hotel, security, the competence of the hotel managers, the way clients are served, the way food is prepared, the waiting time for meals, the organization of the rooms and the cleanliness of the bathrooms. However, the data analysis methods applied in the treatment of the data collected in the field were: content analysis, which allowed the author of the study to carry out an analysis based on the ideas or theories defended by different authors who address quality, and descriptive statistics contributed to the construction of descriptive tables and graphs on the scenarios verified in the hotel under study. The results of the research indicate that the Hotel Casa do Capitão has an accommodation and catering service with a level of quality ranging from average to excellent and that it has attracted national and international tourists throughout the year.(TRADUÇÃO NOSSA)