Resumo

PINTO, José Castro  e  OLIVEIRA, Ana Patrícia. Determinants of costumer satisfaction in five stars’ hotels in Portugal. Rev. Portuguesa e Brasileira de Gestão [online]. 2008, vol.7, n.2, pp.47-55. ISSN 1645-4464.

Given the increasing competitive phenomenon of the hospitality industry, the aim of this study was to increase the comprehension of perceptions towards hotel service quality from the hotel customers’ perspective. Based on the context of Portuguese’s luxury hotels, this study intended to explore the relationship between the overall satisfaction and eight service quality attributes, described in the literature as relevants. This research assessed the perceptions of service quality in Portugal’s five stars hotels by applying a questionnaire. This study focused on eight five-star Portuguese hotels, and comprises a sample of 155 respondents. The data collected was analyzed using SPSS. We examined the variables that most influenced the overall satisfaction by using an ordinal regression model (Ordered Probit Model). The findings indicated the following: staff (at first place), comfort (in second) and price (in the third) are the attributes that most influence the overall satisfaction, in a five stars hotel. It is also important to note that the model correctly classified 73% of cases.

Palavras-chave : Tourism; Service Quality; Ordered Probit Model; Overall Satisfaction Predictors.

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