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Banca de QUALIFICAÇÃO: ALICE EMANUELE ALMEIDA BARROS

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : ALICE EMANUELE ALMEIDA BARROS
DATE: 24/08/2022
TIME: 09:00
LOCAL: https://meet.google.com/jca-pwhh-ceu
TITLE:

“Thank you for evaluating our services”: Consumer Satisfaction Analysis of Incoming Service Agencies through Online Reviews.


KEY WORDS:

Consumer satisfaction. Online reviews. Incoming Service Agency. 


PAGES: 57
BIG AREA: Ciências Sociais Aplicadas
AREA: Turismo
SUMMARY:

Consumer satisfaction is an essential issue for the success of organizations, especially nowadays, when information technology and the internet, give easy access and dissemination of online reports about consumer experiences. Online reviews of services and goods stand out as a source of relevant data that contains important information, without commercial context that allows companies to understand consumers' perception of satisfaction. This study is about consumer satisfaction in the context of incoming service agencies, local touristic companies specialized in transfer services, city tours, and guided tours. In this way, the study aimed to characterize the customer satisfaction of incoming service agencies in Natal/RN through the analysis of online comments. This is descriptive-exploratory research, with a mixed approach, carried out through comparative analysis of data with a longitudinal temporal cut. The comments of online travelers from incoming service agencies on TripAdvisor, and interviews with business managers will be disseminated through Content Analysis with the help of the software (0.7 alpha 2). The study TOURQUAL and DAILYSERV to direct the analysis of online comments about receptive tourism agencies, aiming to work as categories and indicators more to the agencies' service models and the objectives proposed in the study. It is believed that the study of online reviews the recognition of which dimensions and variables are the models of tourist satisfaction, making it possible for them to be the best indices of consumer models. 


COMMITTEE MEMBERS:
Interna - 1675246 - LISSA VALERIA FERNANDES FERREIRA
Externo à Instituição - MARCIO MARREIRO DAS CHAGAS - IFRN
Presidente - 1149626 - MAURO LEMUEL DE OLIVEIRA ALEXANDRE
Notícia cadastrada em: 16/08/2022 16:09
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