Pesquisa de satisfação dos clientes em hotéis fazenda: um estudo na região do Vale do Café (RJ)

Abstract

With increasing market competitiveness, customer satisfaction has become a loyalty strategy adopted by companies. The main objective of this research was to measure the degree of satisfaction of customers' Farm Hotel located in region of Vale do Café (RJ). In addition to the study, the most important aspects were identified to the satisfaction of the customers' Farm Hotel located in region of Vale do Café (RJ), and also, to analyze the results, methods Client Window and Cross-tabulations were used. Thus, through a cross-sectional study of qualitative and quantitative research, with steps of bibliographic research and field interviews. The findings show that: the variables that had a higher degree of importance were Cleaning, Comply promised, Sympathy staff, Food and Ready service employees to solve problems and desires of customers. Regarding the satisfaction of the customers, in a scale Likert of 5 points, was obtained an average of 4.26 in relation to all the attribute studied. In relation to general satisfaction of customers' Farm Hotel, was obtained an average grade of 8.79 in a scale of 0 - 10. With the results of the survey, it was also possible to draw a Socio-economic profile of customers, to better understand the needs and desires and so provide quality care, resulting in high levels of satisfaction.