Service quality in a guesthouse: improvement strategies based on customer and manager perspectives
DOI:
https://doi.org/10.29147/revhosp.v22.1165Keywords:
hospitality, service management, reviewsAbstract
This research aims to identify and compare the quality attributes indicated in online reviews by customers of a guesthouse in the city of Cabo Frio, Rio de Janeiro, Brazil, with the perception of the establishment's management team. The study is based on a literature review of service management and quality in hospitality. In methodological terms, to capture customer perception, reviews available on the online booking platforms Booking.com were analyzed. In contrast, the managers' perception was obtained through individual interviews with three professionals who work in the management of the guesthouse. As a result, gaps were identified between the quality perceived by customers after experiencing the service and the managers' perception of the service quality. This analysis pointed out improvements and enhancements to hospitality operational processes through an action plan made available to managers based on the main dissatisfaction of guests. In addition, the importance of continuous investigation of satisfaction drivers to ensure service quality and guest loyalty is highlighted.
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