FATORES DETERMINANTES DA QUALIDADE PERCEBIDA EM PACOTES TURISTICOS NO RIO GRANDE DO NORTE: UMA ANÁLISE COMPARATIVA ENTRE PIPA, MARACAJAÚ E GENIPABU
DOI:
https://doi.org/10.66104/dq5bx413Palabras clave:
qualidade percebida; pacotes turísticos; importância-desempenho; serviços turísticos; Rio Grande do Norte.Resumen
Este artigo objetiva identificar variáveis e fatores determinantes da percepção da qualidade em pacotes turísticos para Pipa, Maracajaú e Genipabu/RN. A pesquisa é quantitativa, descritiva e comparativa, realizada por survey com turistas maiores de 18 anos. Foram aplicados 1.377 questionários, dos quais 995 foram válidos. O instrumento contemplou 24 atributos de qualidade, avaliados em escala de sete pontos quanto à importância e ao desempenho. Os dados foram analisados por Alfa de Cronbach, análise fatorial exploratória, ANOVA, T2 de Tamhane, correlação de Spearman, análise de lacunas e matriz de oportunidades. Os resultados indicam que a qualidade percebida é influenciada por atributos como segurança, pontualidade, profissionalismo, informações, conforto, cumprimento do roteiro, preço e custo-benefício. Conclui-se que a gestão dos pacotes deve priorizar atributos operacionais, relacionais e estruturais que sustentam a experiência turística.
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Derechos de autor 2026 Nyckell Loureto de Freitas, Georgia Patrícia da Silva Ferko, Francisco Raimundo Sousa, Thomé Bayma Oestreicher, Any Jacqueline Souza Almeida
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