Avaliação da qualidade dos serviço na indústria hoteleira: uso de metodologias fuzzy híbridas
DOI:
https://doi.org/10.5902/1983465924784Palavras-chave:
Qualidade de serviço, FSERVQUAL, FAHP, HotelResumo
Considerando que, a qualidade dos serviço é um construto abstrato e indescritível, devido a três características dos serviços: intangibilidade, heterogeneidade e inseparabilidade da produção e do consumo. Assim, definimos a qualidade do serviço como aquela percebido pelo cliente. Assim, para as organizações prestadoras de serviços, a interpretação das necessidades do cliente é crítica. O bom desempenho nos serviços fortalece a competitividade e estabelece um relacionamento com o cliente, consolidando a marca, a comunicação com o mercado. Nesse contexto, o estudo teve como objetivo avaliar a qualidade dos serviços em um grande hotel localizado em Santa Catarina - Brasil, com a participação de 187 hóspedes. Utilizamos o método SERVQUAL para coletar dados em um questionário de dimensões de qualidade. Para calcular os pesos esperados e a percepção foi utilizado o FAHP (Fuzzy Analytic Hierarchy Process). Como resultado, são apresentados aspectos em que a expectativa dos hóspedes em relação ao serviço é superior à realidade encontrada, permitindo assim que a empresa alinhe estrategicamente seus futuros investimentos.
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