ESHT - Departamento de Sistemas de Informação e Matemática
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Browsing ESHT - Departamento de Sistemas de Informação e Matemática by Author "Alves, Maria José"
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- Application of factor analysis to produce a multivariate indicator of customer satisfaction in a thermal spaPublication . Silvério, Ana Cristina; Ferreira, Jéssica; Ferreira, Fernanda A.; Alves, Maria José; Fernandes, Paula OdeteTourism per se is a highly relevant sector of economic activity that has been growing steadily. In turn, health and wellness tourism asserts itself as a tourism product with a strong trend in terms of consumption (Baloglu et al., 2019) that is expected to grow continuously in the coming years (Rodrigues et al., 2020). Given this reality, it was found that health and wellness tourism experienced about twice as fast growth when compared to other tourism products - by 2019, it recorded a 6.8% growth while other segments recorded a 3.6% growth (Global Wellness Institute, 2021). As such, it has been confirmed that this tourism product becomes a strategy for destinations (Hartwell et al., 2018; Pyke et al., 2016), the tourism industry, and even the country. However, the pandemic caused by COVID-19, incited a number of reflections about the competitiveness of the tourism industry.
- Construção de um índice de satisfação para o cliente termal = Development of a spa customer satisfaction indexPublication . Silvério, Ana; Ferreira, Jéssica; Ferreira, Fernanda A.; Alves, Maria José; Fernandes, Paula OdeteO turismo de saúde e bem-estar tem sido alvo de uma procura gradual e, por esse motivo, apresenta-se como um produto turístico altamente estratégico para os destinos (Hartwell et al., 2018). À vista disso, num ambiente em que o mercado se encontra cada vez mais competitivo, a avaliação da satisfação tem como premissa ajudar os gestores a analisar o desempenho geral dos estabelecimentos termais tal como lhes permite redefinir prioridades e projetar novas estratégias de forma a interferirem positivamente na satisfação do cliente e alcançarem a sua competitividade (Campón-Cerro et al., 2020; Mi et al., 2019). Ainda, importa referir que estudar e analisar a satisfação do cliente termal considera-se perentório pelo facto de clientes satisfeitos serem mais propensos a desenvolver lealdade (Han et al., 2017; Mi et al., 2019). Neste ínterim, o principal objetivo do presente estudo assentou em construir um Índice de Satisfação do Cliente Termal (ISCT) sustentado na técnica estatística de análise fatorial exploratória tendo por base o grau de satisfação dos termalistas do balneário termal de Chaves. Assim, o conhecimento das determinantes da satisfação vão permitir produzir e analisar uma mensuração de satisfação mais robusta mediante a aplicabilidade de um índice multivariado. Com efeito, procedeu-se à aplicação de um inquérito por questionário no período de 13 de julho a 17 de setembro de 2020, mediante um processo de amostragem probabilístico, no qual se recolheram 107 questionários válidos. Para responder ao principal objetivo do estudo recorreu-se a uma análise descritiva que permitiu caraterizar os inquiridos e objetivar a mensuração do nível de satisfação. Posteriormente, aplicou-se uma análise fatorial exploratória que permitiu produzir fatores de satisfação que foram o suporte para o cálculo do ISCT. Os resultados obtidos demonstraram que os fatores mais determinantes que permitem avaliar a satisfação dos inquiridos são: equipamentos, infraestruturas e equipa técnica. Estes fatores explicam 69,9% da variância total dos dados. O ISCT global apresentou um valor bastante expressivo e satisfatório, de aproximadamente 94%, o que permite referir que os termalistas manifestaram estarem muito satisfeitos. Em epítome, a metodologia permitiu apresentar ao balneário termal de Chaves qual o fator com maior necessidade de ser submetido a melhorias, a fim de gerar um crescimento significativo no índice de satisfação.
- Desenvolvimento de um índice de satisfação do cliente termal através de uma análise multivariadaPublication . Silvério, Ana Cristina; Ferreira, Jéssica; Ferreira, Fernanda A.; Alves, Maria José; Fernandes, Paula OdeteEste estudo tem como principal objetivo construir um índice de satisfação do cliente termal (ISCT), recorrendo à análise fatorial exploratória, sustentado no nível de satisfação dos termalistas do balneário termal de Chaves. Para tal, procedeu-se à aplicabilidade de um inquérito por questionário que decorreu entre julho e setembro de 2020, mediante um processo de amostragem probabilístico, tendo-se recolhido 107 questionários válidos. Para responder ao objetivo do estudo efetuou-se, inicialmente, uma análise descritiva para identificar o perfil dos inquiridos e objetivar a mensuração do nível de satisfação. Posteriormente, aplicou-se uma análise fatorial exploratória que permitiu produzir fatores de satisfação que serviram de suporte para o cálculo do ISCT. Como o ISCT global foi de 93,49% pôde constatar-se que os termalistas se encontram muito satisfeitos. Em compêndio, a metodologia permite apresentar o fator com maior necessidade de se submeter a melhorias para gerar um crescimento significativo no índice de satisfação.
- Health and wellness activities: contemporary market of thermalismPublication . Rodrigues, Cristina; Ferreira, Fernanda A.; Costa, Vânia; Alves, Maria José; Vaz, Márcia; Fernandes, Paula Odete; Nunes, AlcinaThe health and well-being market has suffered many evolutions in recent years, the differences occurring mainly in your holistic vision, demand profile and supply structuring. This article aims to present theoretical reflections on the scientific advances in this area over the last years. The study presents a literature review, published in the last years, on two intrinsically related themes: “Health and Wellbeing” and “Thermalism.” It then analyses the profile of consumers/practitioners. The methodology incorporates a mixed approach: a bibliometric and content analysis of the existing literature. It is also intended to identify the main trends and transformations that have occurred in the health and well-being market. Additionally, it intends to contribute to the advancement of scientific knowledge in this field of research. The main conclusions are related to the increase in publications in this area with different subjects, highlighting its growing interest and relevance in society. It is observed an increasingly holistic understanding of health and well-being and its impacts on people’s quality of life and a change in the consumer profile, which is increasingly young and healthy with different motivations.
- Satisfaction to compete? Proposal of a model for health and wellness tourismPublication . Silvério, Ana Cristina; Vaz, Márcia; Ferreira, Fernanda A.; Alves, Maria José; Fernandes, Paula OdetePurpose: The main objective of this research was to develop an index to assess the perceived value of tourism services at the level of customer satisfaction by applying it in the context of health and wellness tourism. Methodology: Using exploratory factorial analysis (EFA), the model’s constructs were identified, and the satisfaction index of thermal customers was estimated. This method was applied to a set of data collected through a questionnaire distributed to users from thermal spa of Chaves, Portugal, through probabilistic sampling. A total of 107 participants were obtained, with a response ratio of 53.5%. Results: Participants expressed a high level of satisfaction due to the perceived quality of various services offered, including the infrastructure and technical team. The satisfaction index of the technical team is higher than that of the infrastructures and services provided, representing the highest contribution rate to the global model.Limitations: As limitations, other variables that influence customer satisfaction could have been included, such as prices, emotional components, and corporate social responsibility. Furthermore, only customer satisfaction in a particular thermal establishment was analysed. Future academics studies can compare the model with other establishments and/or contexts, identifying critical points and strategies to continuously improve customer satisfaction. Practical implications: By establishing a thermal customer satisfaction index, tourism authorities and the different economic agents can obtain objective information on the results of thermal services. Tourism managers can thus set goals for improvement, competitiveness, and loyalty. Originality: This study's unique contribution lies in how thermal customer satisfaction index or indicators are easily measured by applying EFA. A new approach is used to measure satisfaction based on a scale from 0 to 100%. The index results are very useful for making decisions on resource allocation and comparing different thermal establishments compared to traditional techniques.
- The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvementsPublication . Vaz, Márcia; Fernandes, Paula Odete; Ferreira, Fernanda A.; Alves, Maria José; Costa, Vânia; Nunes, AlcinaHealth and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction.
- The use of the EQ-5D-5L to assess the perception of health status: an empirical study of users of Termas de Chaves Thermal SpaPublication . Vaz, Márcia; Loureiro, Isabel; Alves, Maria José; Costa, Vânia; Ferreira, Fernanda A.; Fernandes, Paula Odete; Nunes, AlcinaHealth is more than having no diseases. It involves observing and measuring symptoms and emotional, intellectual, spiritual, occupational, social, and physical aspects. Literature shows that thermalists seek thermal spas for health reasons, and their expectations are met as they revisit them. Thermal spa users have perceived an improvement in their health status. The perceived health status is subjective but can contribute to a better understanding of health. Tools like the EQ-5D-5L help measure users’ perception of their health status. The EQ-5D-5L can be applied to measure the perceived quality of life status in various diseases and contexts. However, it has not been applied to thermal spa users. This paper intends to showcase differences between the perceived health status before and after visiting a thermal spa by using the EQ-5D-5L in a survey applied to users of Termas de Chaves. A questionnaire survey was applied on-site from August 09th to December 20th 2021, obtaining a total sample of 222 participants. The data were analysed through statistical techniques of exploratory descriptive and inferential analysis. The results show statistically significant differences in customers’ perception of quality of life before and after 14 days of treatment. In addition, the study of six sociodemographic variables showed that the categories: female, 46 to 55 years old, single, without academic qualifications, retired, and with musculoskeletal pathologies/diseases most benefited from the thermal treatments.
- The use of the EUROHIS-QOL-8 to assess the perception of quality of life at Termas de ChavesPublication . Vaz, Márcia; Loureiro, Isabel Sofia; Alves, Maria José; Ferreira, Fernanda A.; Costa, Vânia; Fernandes, Paula Odete; Nunes, AlcinaQuality of life is a person's perception of life in the context they belong in. It compresses multiple dimensions that need to be assessed. The EUROHIS-QOL-8 scale is an instrument that measures the subjective well-being of individuals and the impact of different health issues. It is a brief tool to measure the quality of life that includes eight items. The higher the results shown in this scale, the better the quality of life of individuals. The EUROHIS-QOL-8 has been proven to have good internal consistency and an excellent index for measuring the quality of life. It has been validated and reliable in many different contexts of application. This paper uses EUROHIS-QOL-8 to evaluate thermalists' perception of quality of life before and after attending a thermal spa. It intends to identify if there are differences between the state of quality of life before and after using thermal spa services. For this purpose, a self-administrated questionnaire was applied to the Termas de Chaves' users during the 2021 thermal season, i.e., between 09 August and 20 December. A convenience method of non-probability sampling allowed to obtain a sample of 213 thermal users. The data were analysed through statistical techniques of exploratory descriptive and inferential analysis. The results showed statistically significant differences in customers' perception of quality of life before and after 14 days of treatment. In addition, the study of five sociodemographic variables showed that the categories: female, up to 35 years old, single, without academic qualifications, and housekeeper were the most benefited from the thermal treatments. Regarding the analysis of pathologies, the participants guided by their family doctor to attend the Chaves thermal springs for respiratory problems showed the most significant improvement. The paper's results dissemination becomes an added value for verifying the benefits of thermal spas on the individuals' quality of life. It also allows for better development of thermal spa products to improve the quality of life perceived by individuals.
- Understanding behavioral intentions in a spa experience: insights from contemporary literaturePublication . Rodrigues, Cristina; Ferreira, Fernanda A.; Costa, Vânia; Alves, Maria José; Vaz, Márcia; Fernandes, Paula Odete; Nunes, AlcinaThe current emphasis on quality of life and its importance in contemporary society has brought light to the entire health and wellness industry, particularly spa facilities. These places have become very desirable and popular for health, well-being, and leisure. This popularity is largely influenced by the offer of positive experiences full of benefits for the body and mind. Therefore, it is essential to understand what makes these experiences positive and satisfying or, on the opposite, what can make them negative and what aspects can compromise a positive and memorable spa experience, important for the success of these establishments. Following this line of thought, the main objective of this study is to understand, from the existing literature, the consumption behavior toward a spa experience, from the consumers’ point of view. This paper was developed based on content analysis and literature review, a systematic and narrative approach. These three techniques were applied as a research methodology to identify keyword trends, report findings and conclusions from previous empirical studies, and discuss substantive aspects related to this topic. The findings of the three techniques are consistent and provide an overall and specific understanding of the consumer perspective regarding spa experiences. The main results highlight the most critical aspects affecting satisfaction, service quality, and perceived consumer value and identify three key moments that can systematize the spa experience: expectations, consumption, and consequences. The theoretical discussion presented in this study is valuable for spa managers. It provides several important management implications and recommendations for their success.
- User's profile of a portuguese thermal establishment: empirical studyPublication . Vaz, Márcia; Alves, Maria José; Ferreira, Fernanda A.; Costa, Vânia; Rodrigues, Cristina; Fernandes, Paula Odete; Nunes, AlcinaThe thermal tradition plays an important role for society by naturally promoting and improving individuals' wellbeing. Thermal treatments help cure diseases and prevent pathologies, including mental and social ones, providing users with a better quality of life. At the same time, such a wellness activity introduces leisure components resulting from a more holistic perspective on health and well-being. Given the importance of this topic, which just recently started to be the object of empirical studies in Portugal, the present study aims to identify the profile of those who attend a thermal spa. For this purpose, a self-administrated questionnaire was applied to the Termas de Chaves' users during the 2021 thermal season, i.e., between August and November. A convenience method of non-probability sampling allowed to obtain a sample of 220 thermal users. This establishment, located in the sub-region of Alto Tâmega, North of Portugal, has 300 years of history and vast experience in providing thermal services for different audiences. To better understand and identify the features of the thermal spa user, sociodemographic data were analysed and identified the characteristics, motivations, behaviours, preferences, and perceptions of the thermal spa users under study. The data collected was submitted to treatment through an exploratory quantitative analysis. The distribution data analysis was elaborated using frequencies, centrality and variability descriptive measures complemented by TwoStep cluster analysis. The results showed that most of the participants in Chaves thermal spa are women, with an average age of 69 years (SD=12.556), married, retired, and living in the northern region of Portugal. They seek these services in the season between summer and autumn, for medical advice, mainly for therapeutic reasons, and stay in the thermal spa, on average, for 14 days (SD=2.667). Moreover, the cluster analysis identifies three different groups of users to which thermal stakeholders should consider different policy approaches. By defining the users' profile, this empirical research presents a practical contribution since it provides a strategic orientation for the thermal establishments' stakeholders aiming, essentially, at the (re)qualification of supply and the increase of demand, thus contributing to the sectoral and regional competitiveness.