Pesquisa de satisfa??o dos clientes em hot?is fazenda: um estudo na regi?o do Vale do Caf? (RJ)

• Main Author: FONTES, Bruno Machado
• Other Authors: Saldanha, Jorge Alberto Velloso.
• Format: Others
• Language: Portuguese
• Published: Universidade Federal Rural do Rio de Janeiro 2017
• Subjects: Customer satisfaction; Rural Tourism; Service Marketing; Satisfa??o do cliente; Turismo Rural; Marketing de Servi?o; Administra??o
• Online Access: https://tede.ufrrj.br/jspui/handle/jspui/1420

Submitted by Jorge Silva ([e-mail]) on 2017-02-13T17:03:19Z No. of bitstreams: 1 2016 - Bruno Machado Fontes.pdf: 2751604 bytes, checksum: ae32f0022e2e0e1bcdb5f0e231f2eb31 (MD5) === Made available in DSpace on 2017-02-13T17:03:20Z (GMT). No. of bitstreams: 1 2016 - Bruno Machado Fontes.pdf: 2751604 bytes, checksum: ae32f0022e2e0e1bcdb5f0e231f2eb31 (MD5) Previous issue date: 2016-03-08 === CAPES === 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 Caf? (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 Caf? (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. === Com o aumento da competitividade do mercado, a satisfa??o dos clientes tornou-se uma estrat?gia de fideliza??o adotada pelas empresas. O objetivo geral dessa pesquisa foi mensurar o grau de satisfa??o dos clientes dos Hot?is Fazenda localizados na regi?o do Vale do Caf? (RJ). Em adicional ao estudo, foram identificados os aspectos mais importantes para a satisfa??o dos clientes frequentadores de Hot?is Fazenda, na regi?o do Vale do Caf? (RJ), e ainda, para an?lise dos resultados, foram utilizados os m?todos Janela do Cliente e Tabula??es Cruzadas. Sendo assim, atrav?s de um estudo transversal, de car?ter qualitativo-quantitativo, com etapas de pesquisa bibliogr?fica, e entrevistas de campo. As descobertas revelam que: as vari?veis que tiveram maior grau de import?ncia foram Limpeza, Cumprir o prometido, Simpatia dos funcion?rios, Alimenta??o e Pronto atendimento dos funcion?rios para resolver os problemas e desejos dos clientes. Com respeito a satisfa??o dos h?spedes, em uma escala Likert de 5 pontos, obteve-se uma m?dia de 4,26 referente a todos os atributos pesquisados. Em rela??o a satisfa??o geral dos clientes sobre os Hot?is Fazenda, obteve-se uma nota m?dia de 8,79 em uma escala de 0 - 10. Com os resultados da pesquisa, tamb?m foi poss?vel tra?ar um perfil Socioecon?mico dos clientes, para compreender melhor suas necessidade e desejos e ent?o prover um atendimento de qualidade, resultando em altos ?ndices de satisfa??o.