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Perceptions on services in Ceará-Brazil luxury hotels registered on TripAdvisor
Perinotto André Riani Costa,Camarço Janaina Cavalcante Farias,Braga Solano De Souza,Gonçalves Marina Furtado 한국마케팅과학회 2023 마케팅과학연구 Vol.33 No.1
This study analyzes the perceptions of the tourists available on the TripAdvisor website regarding the services of luxury hotels in Ceará, these being characterized by having quality and comfort in its facilities, excellence in services and exclusive attention to the client. Among the 941 lodging facilities, this research analyzes the 16 luxury hotels installed in the coast of the state of Ceará. Netnography was used as a method of analysis, which verifies what is publicly available in online communities to identify and understand the needs and influences relevant to consumers. From the customers shared reviews on the TripAdvisor website about the selected luxury hotels the qualitative method was applied. The positive and negative points reported by the clients regarding each luxury hotel in Ceará were analyzed comparatively, associating ratings on a scale of 1-to-5. This study gathered 1511 user reviews available on the TripAdvisor. The attributes of the services provided by the lodging facilities, with emphasis on service, gastronomy and quality were presented with greater recurrence in the results of this study. Finally, it should be noted that few works that contemplate the luxury segment are conducted and published in journals in the area of tourism in Brazil.
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