IDEAS home Printed from https://ideas.repec.org/a/bbz/fcpbbr/v14y2017i4p448-465.html
   My bibliography  Save this article

TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions

Author

Listed:
  • Tiago Savi Mondo

    (Instituto Federal de Santa Catarina)

  • Gabriela Gonçalves Silveira Fiates

    (Universidade Federal de Santa Catarina)

Abstract

Tourism has been an important economic activity worldwide in recent years, and the increasing number of tourists and the competition among destinations pressure for the highest quality possible for tourists. The objective of this research is to propose a model to analyze the quality of services at tourist attractions. The first stage consisted of two bibliometric researches being performed, in order to identify the ‘state of art’ and verify the existing models of quality evaluation. Identified 36 models and 211 indicators of quality. From this initial exploratory research, a preliminary theoretical model was designed which worked with 35 indicators. The second stage collected and analyzed comments left by tourists on TripAdvisor.com. Analyzed 68.301 comments about tourist attractions in eight Brazilian cities, using the software T-LAB and compared with the indicators in the preliminary theoretic model. After of 35 indicators, 23 were maintained, 12 were excluded, and three new theoretic indicators were created, which made it possible to build a model able to be empirically tested. The test was carried out with 476 tourists who evaluated tourist attractions in Florianópolis-Brazil. In the confidence and questionnaire validation test the Alpha Conbranch presented an excellent result of 0.904 confirming the proposed model.

Suggested Citation

  • Tiago Savi Mondo & Gabriela Gonçalves Silveira Fiates, 2017. "TOURQUAL: Proposal of a Protocol For Quality Evaluation on Services at Tourist Attractions," Brazilian Business Review, Fucape Business School, vol. 14(4), pages 448-465, July.
    • Handle: RePEc:bbz:fcpbbr:v:14:y:2017:i:4:p448-465
    as

    Download full text from publisher

    File URL: http://www.bbronline.com.br/index.php/bbr/article/download/50/83
    File Function: Full text
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Liyun Zeng & Rita Yi Man Li & Xuankai Huang, 2021. "Sustainable Mountain-Based Health and Wellness Tourist Destinations: The Interrelationships between Tourists’ Satisfaction, Behavioral Intentions, and Competitiveness," Sustainability, MDPI, vol. 13(23), pages 1-20, December.
    2. Mario Procopiuck & Yenifer Ninosca Silva Segovia & Ana Paula Vaz Procopiuck, 2021. "Urban cycling mobility: management and urban institutional arrangements to support bicycle tourism activities—case study from Curitiba, Brazil," Transportation, Springer, vol. 48(4), pages 2055-2080, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bbz:fcpbbr:v:14:y:2017:i:4:p448-465. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Lasso (email available below). General contact details of provider: https://edirc.repec.org/data/fucapbr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.