Expectations vis-a-vis Satisfaction of the Users of Hotels in Campo Grande-MS

Abstract

This work was developed to measure the customers’ satisfaction of Campo Grande-MS hotels, under the paradigm of disconfirmation of expectations. For that, was made a conclusively quantitative-descriptive study cross only with with 407 individuals, users of hotels in Campo Grande-MS, of both sexes aged more than 18 years old, in October 2008, using a structured questionnaire. It was used the SERVQUAL method to construct the questionnaire and through its five dimensions were estimated the costumers expectations in the first part and the perception of the service offered by hotels in the second one. The variables considered were the presentation of accommodation, leisure area, restaurant, courtesy of staff, agility and efficiency of staff, knowledge of staff, cleanliness of the hotel, location, safety and personal attention. The results showed that for most consumers the hotels have generally not met your expectations for safety and restaurants, followed by the presentation of the accommodation and knowledge of employees. For hotels of category A, the vast majority of variables showed a high degree of satisfaction, for category B the variables more important were safety, courtesy, responsiveness and efficiency of employees, followed by accommodation and personal attention. For category C, the most important attributes are safety, agility and efficiency of employees and their courtesy. The D class hotels are the less provide satisfaction to their audiences.