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Publication
A experiência do cliente e a gestão da reputação online em hotéis de luxo
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.07 MB | Adobe PDF |
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Abstract(s)
O presente estudo analisa o impacto da qualidade do serviço e da gestão das avaliações online na reputação do Hotel Pestana Amsterdam Riverside, no contexto da hotelaria de luxo. Através de uma combinação de análise quantitativa (regressão linear e benchmarking competitivo) e qualitativa (análise de sentimentos e conteúdo das reviews) identificam-se os principais fatores que influenciam a avaliação global dos hóspedes. Os resultados revelam que a perceção de custo-benefício, a qualidade do serviço e a consistência da experiência são determinantes para a reputação digital da unidade. Com base nas fragilidades identificadas, são propostas estratégias de melhoria por departamento e um plano de ação orientado para o reforço da experiência do cliente e diferenciação competitiva.
This study examines the impact of service quality and online review management on the reputation of Pestana Amsterdam Riverside Hotel, within the context of luxury hospitality. Using a mixed-methods approach—combining quantitative analysis (linear regression and competitive benchmarking) with qualitative insights (sentiment analysis and content review) —the research identifies the main factors influencing guests’ overall satisfaction. Results show that perceived value, service quality, and consistency of experience are key determinants of online reputation. Based on the identified weaknesses, targeted departmental strategies and an action plan are proposed to enhance customer experience and reinforce competitive positioning.
This study examines the impact of service quality and online review management on the reputation of Pestana Amsterdam Riverside Hotel, within the context of luxury hospitality. Using a mixed-methods approach—combining quantitative analysis (linear regression and competitive benchmarking) with qualitative insights (sentiment analysis and content review) —the research identifies the main factors influencing guests’ overall satisfaction. Results show that perceived value, service quality, and consistency of experience are key determinants of online reputation. Based on the identified weaknesses, targeted departmental strategies and an action plan are proposed to enhance customer experience and reinforce competitive positioning.
Description
Relatório de estágio
Keywords
Avaliações online Experiência do cliente Hotelaria de luxo Qualidade do serviço Reputação online Customer experience Luxury hospitality online Online reputation management Online reviews Service quality