Qualidade na prestação de serviços nos meios de hospedagem: uma análise em Barra de Cunhaú/RN

Abstract

This study aims to analyze the importance of quality in the provision of services in the view of managers and media guest hosting Cunhaú bar/RN. To achieve the goal was developed a descriptive research of qualitative approach, the type of research was the case study. The criteria used for the selection of subjects was intentional-type non-probability sampling. The data were collected through semi-structured interview focused type. For the analysis of the data was used content analysis. The data were collected in 3 hostels in Barra de Cunhaú/RN, which in total 3 managers were interviewed and 15 guests, being 5 per Lodge, the criterion of selection was according to the inventory, the hostels that had more than 10 housing units. On the data collected you can see that the managers interviewed have knowledge regarding the meaning of quality in the provision of services, as they seek to prioritize for a quality care to its guests. Similarly, it is possible to notice that guests consider themselves satisfied with the standard of quality of the services offered by hostels. We can say that it was possible to meet the overall objective of this research, it was possible to know the importance of quality in the view of the actors involved in the provision of services in hosting.