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The importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvements

2023Journal article Open access
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dc.contributor.authorVaz, Márcia
dc.contributor.authorFernandes, Paula Odete
dc.contributor.authorFerreira, Fernanda A.
dc.contributor.authorAlves, Maria José
dc.contributor.authorCosta, Vânia
dc.contributor.authorNunes, Alcina
dc.date.accessioned2023-04-12T09:13:35Z
dc.date.available2023-04-12T09:13:35Z
dc.date.issued2023
dc.description.abstractHealth 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.pt_PT
dc.description.sponsorshipThis article is a result of the project “GreenHealth - Digital strategies in biological assets to improve well-being and promote green health” (Norte-01-0145-FEDER-000042), supported by Norte Portugal Regional Operational Programme (NORTE 2020), under the PORTUGAL 2020 Partnership Agreement, through the European Regional Development Fund (ERDF)”. The authors are grateful to the FCT Portugal for financial support by national funds FCT/MCTES to UNIAG, under Project no. UIDB/04752/2020.
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.34623/x7p9-2266pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.22/22713
dc.language.isoengpt_PT
dc.publisherCinTurs - Research Centre for Tourism, Sustainability and Well-Beingpt_PT
dc.relationNorte-01-0145-FEDER-000042
dc.relationUIDB/04752/2020
dc.relation.publisherversionhttps://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/362pt_PT
dc.subjectImportance-satisfaction matrixpt_PT
dc.subjectHealth and well-being tourismpt_PT
dc.subjectThermalismpt_PT
dc.subjectChaves Thermal Spapt_PT
dc.subjectCustomerpt_PT
dc.titleThe importance-satisfaction matrix as a strategic tool for Termas de Chaves Thermal Spa priority improvementspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage65pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage52pt_PT
oaire.citation.titleJournal of Tourism, Sustainability and Well-Beingpt_PT
oaire.citation.volume11pt_PT
person.familyNameFerreira
person.givenNameFernanda A.
person.identifierR-000-4TV
person.identifier.ciencia-idD116-9419-5778
person.identifier.orcid0000-0002-1335-7821
person.identifier.ridN-4563-2013
person.identifier.scopus-author-id24723992800
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublicationaaa18584-508e-46b1-9b50-4e174c0e142c
relation.isAuthorOfPublication.latestForDiscoveryaaa18584-508e-46b1-9b50-4e174c0e142c

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