Calidad Percibida y Satisfacción en el Turismo Todo Incluido. El Caso de Cabo Verde
DOI:
https://doi.org/10.34019/2238-2925.2017.v7.3147Keywords:
Sistema todo incluido, Actitud, Valor percibido, Satisfacción, Ecuaciones estructurales. Cabo VerdeAbstract
El turismo en las islas tiene un importante reflejo en el desarrollo económico de los diferentes países. En este artículo se analiza el estudio del sistema todo incluido en turismo que se desarrolla en la isla de Sal, Cabo Verde. La isla de Sal, y en general, Cabo Verde, ha tenido un importante desarrollo turístico, y económico, en los últimos años. La metodología utilizada se basa en un trabajo de campo realizado a través de encuestas realizadas a los turistas. Sobre dichas encuestas se han aplicado ecuaciones estructurales para determinar el valor percibido, la satisfacción y la lealtad de los turistas. Los principales resultados señalan una relación directa y positiva entre la actitud hacia el sistema todo incluido, la motivación y la satisfacción percibida por el cliente en dichos servicios. En la investigación se confirma la relación directa y positiva entre la satisfacción percibida por el cliente en el sistema todo incluido, la intención de comportamiento, la lealtad de utilizar de nuevo este sistema de alojamiento turístico turismo, como de recomendar el destino turístico.Downloads
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References
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FALCES, C. “La influencia de los scripts en las respuestas de satisfacción del consumidor de servicios turísticos”, 1999.
FINN, M., ELLIOTT-WHITE, M. & WALTON, M. “Tourism and Leisure Research Methods: Data Collection. Analysis and Interpretation”, Pearson Education, Harlow, 2000.
FORNELL, C., “A national customer satisfaction barometer: The Swedish experience”, Journal of Marketing, vol. 14, pp. 6-21, 1992.
GIESE, J. L. & COTE, J. A., “Defining consumer satisfaction”, Academy of Marketing Science Review, vol.1, pp. 15-32, 2000.
GONZÁLEZ HERRERA, M. & PALAFOX MUÑOZ, A., “Hoteles todo incluido en Cozumel: aproximación hacia la sustentabilidad como elemento competitivo del destino”, Turismo em Análise, vol. 18, no. 2, pp. 220-244, 2007.
GREMLER, D. D. & BROWN, S. W. “Towards a conceptual model of service loyalty”, En Marketing Theory and Applications AMA Winter Educators’ Conference (pp. 218-219), 1997.
HEUNG, V. C. “Satisfaction levels of mainland Chinese travellers with Hong Kong hotel services”, International Journal of Contemporary Hospitality Management, vol. 12, no. 5, pp. 308-315, 2000.
IACOBUCCI, D., OSTROM, A. & GRAYSON, K. “Distinguishing service quality and customer satisfaction: the voice of the consumer”, Journal of Consumer Psychology, vol. 4, no. 3, pp. 277-303, 1995.
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KEANE, R. E. “Simulating coarse-scale vegetation dynamics using the Columbia River Basin Succession Model-CRBSUM “, 1996.
KOTLER, P. “Marketing para o século XXI: como criar, conquistar e dominar mercados”, Futura, 2000.
KNUTSON, B. J. “Frequent travellers: Making them happy and bringing them back”, Cornell Hotel and Restaurant Administration Quarterly, vol. 29, no.1, pp. 82-87, 1998.
MITCHELL, J. “Tourist Development in Cape Verde: The policy challenge of coping with success”, Overseas Development Institute, Londres, 2008.
NOWAK, L. I. & WAHBURN, J. H., “Antecedents to client satisfaction in business services”, Journal of Services Marketing, vol. 12, no. 6, pp. 441-452, 1998.
NUNNALLY, J. & BERNSTEIN, I., “Psychometric Theory”, Nueva York, McGraw-Hill, 1994.
OH, H. & PARKS, S. C., “Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry”, Hospitality Research Journal, vol. 20, pp. 35-64, 1997.
OH, H., “Diners' perceptions of quality, value, and satisfaction: A practical viewpoint”, Cornell Hospitality Quarterly, vol. 41, no. 3, pp. 58-73, 2000.
OLIVER, R. L., “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of marketing research, vol. 8, pp. 460-469, 1980.
OLIVER, R. L. & DESARBO, W. S. “Response determinants in satisfaction judgments”, Journal of Consumer Research, vol. 14, no. 4, pp. 495-507, 1988
OLIVER, R. L., “Satisfaction: A behavioral perspective on the customer”, 1997.
ÖZDEMIR, B., ÇIZEL B. & ÇIZEL R B., “Satisfaction with all-inclusive tourism resorts: the effects of satisfaction with destination and destination royalty”, International Journal of Hospitality & Tourism Administration, vol. 13, pp. 109-130, 2012.
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PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L. L., “Servqual”, Journal of Retailing, vol. 64, no.1, pp. 12-40, 1988.
PIZAM, A. & ELLIS, T., “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, vol. 11, no. 7, pp. 326-339, 1989.
REICHHELD, F. F. & SASSER, W. E., “Zero defections: Quality comes to services”, Harvard Business Review vol. 68, pp. 105-111, 1990
RITCHIE, J. R. B. & CROUCH, G. I., “Roles and contributions to destination competitiveness”, 1997.
ROBERTS, S. & LEWIS-CAMERON, A. “Small island developing status: Signals and prospects”, 2010.
RUST, R. T. & OLIVER, R. W., “The death of advertising”, Journal of Advertising, vol. 23, no. 4, pp. 71-77, 1994.
SCHEYVENS, R. & MOMSEN, J. H., “Tourism in small island states: from vulnerability to strengths”, Journal of Sustainable Tourism, vol. 16, no. 5, pp. 491-510, 2008.
SETÓ PAMIES, D., “La influencia de la calidad de servicio, la imagen, la satisfacción y la confianza en la fidelidad del cliente”. Revista Española de Investigación de Marketing. ESIC, vol.7, no. 1, pp. 27-55, 2003.
STRAUSS, B. & NEUHAUS, P., “The qualitative satisfaction model”, International Journal of Service Industries Management, vol. 8, no.3, pp. 236 – 49, 1997.
TAYLOR, S. A. & Baker, T. L., “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions”, Journal of Retailing, vol. 70, no. 2, pp. 163-178, 1994.
TEYE, V. B. & Leclerc, D., “Product and service delivery satisfaction among North American cruise passengers”, Tourism Management, vol. 19, no.2, pp. 153-160, 1998.
TWINING-WARD, L. “Cape Verde´s transformation: tourism as a driver of growth”, working paper, The World Bank, Washington D. C, 2010.
WANG, Y., LO, H. P. & YANG, Y., “An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry”, Information Systems Frontiers, vol. 6, no. 4, pp. 325-340, 2004.
WOODSIDE, A. G., FREY, L. L. & DALY, R. T., “Linking Sort/ice anlity, Customer Satisfaction, and Behavioral Intention”, Journal of Health Care Marketing, vol. 9, no.4, pp. 5-17, 1989.
WONG, C. K. S. & KWNOG, W. Y. Y., “Outbound tourists´ selection criteria for choosing all-inclusive package tours”, Tourism Management, vol. 25, pp. 581-592, 2004.
YI, Y. “The effects of contextual priming in print advertisements”. Journal of Consumer Research, vol. 17, no.2, pp. 215-222, 1990.
YÜKSEL, A. & RIMMINGTON, M., “Customer-satisfaction measurement”, Cornell Hospitality Quarterly, vol. 39, no. 6, pp. 60-82, 1998.
ZEITHAML, V. A., BERRY, L. L. & Parasuraman, A., “The behavioral consequences of service quality”, Journal of Marketing, vol. 18, pp. 31-46, 1996
ANDERSON, W., “Determinants of all-inclusive travel expenditure”, Tourism Review, vol. 65, no. 3, pp. 4-15, 2010.
AYIK, T., BENETATOS, T. & EVAGELOU, I., “Tourist consumer behaviour insights in relation to all inclusive hotel resorts. The case of Anatalya, Turkey”, 2013.
BANCO MUNDIAL, “Desenvolvimento do Turismo en Cabo Verde: Terá chegado o momento de abandonar o modelo all-inclusive”, Servicio de Publicaciones, Praia, 2013
BAKER, D. A. & Crompton, J. L., “Quality, satisfaction and behavioral intentions”, Annals of Tourism Research, vol. 27, no. 3, pp. 785-804, 2000.
BAKER, J., GREWAL, D. & PARASURAMAN, A., “The influence of store environment on quality inferences and store image”, Journal of the Academy of Marketing Science, vol. 22, no. 4, pp. 328-339, 1994.
BITNER, M. J., “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, vol. 2, pp. 69-82, 1990.
BITNER, M. J., “Building service relationships: it’s all about promises”, Journal of the Academy of Marketing Science, vol. 23, no. 4, pp. 246-251, 1995.
BOU-LLUSAR, J. C., CAMISÓN-ZORNOZA, C. & ESCRIG-TENA, A. B. “Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions”, Total Quality Management, vol. 12 no. 6, pp. 719-734, 2001.
BOULDING, W., KALRA, A., STAELIN, R. & ZEITHAML, V. A., “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, vol. 30 no. 1, pp. 7-22, 1993.
BRYAN, A., “Caribbean tourism: igniting the engines of sustainable growth”, University of Miami: Coral Gables, Florida, 2001.
BUTTLE, F., “SERVQUAL: review, critique, research agenda”, European Journal of Marketing, vol. 30, no.1, pp. 8-32, 1996.
CAMERON, C. M. & GATEWOOD, J. B., “Beyond sun, sand and sea: The emergent tourism programme in the Turks and Caicos Islands”, Journal of Heritage Tourism, vol. 3, no.1, pp. 55-73, 2008.
CHANDEE, D. D. & MATTSSON, J. “An empirical assessment of customer satisfaction in tourism”. Services Industries Journal, vol. 16, no. 3, pp. 305-20, 1996.
CARDOTTE, E. R. & Turgeon, N., “Key factors in guest satisfaction”, Cornell Hotel and Restaurant Quarterly Review, vol. 7, pp. 45-51, 1998.
CHAMBERS, D. & AIREY, D., “Tourism policy in Jamaica: A tale of two governments”, Current issues in Tourism, vol. 4, no. 2-4, pp. 94-120, 2001.
CHURCHILL, G. A. & SURPRENANT, C., “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, vol. 9, pp. 491-504, 1982.
ÇIFTÇI, H., DÜZAKIN, E. & ÖNAL, Y. B., “All inclusive systems and its effects on the Turkish tourism sector”, Problems and Perspectives in Management, vol. 5, no. 3, pp. 269-285, 2007.
ÇIZEL, R. B., ÇIZEL, B., SARVAN, F. & ÖZDEMIR, B., “Emergent and spread o fan all-inclusive system in the Turkish tourism sector and strategic responses of accommodation firms”, International Journal of Hospitality & Tourism Administration, vol. 14, pp. 305-340, 2013.
CORREIA, A., BUTLER, R. & OLIVEIRA, N., “First-time and repeat visitors to Cape Verde. The overall image”, Tourism Economics, vol. 14, no. 1, pp. 185-204, 2008.
CRAIGWELL, R. “Tourism competitiveness in small island developing states” Research Paper Nº 2007/19, World Institute for Development Economics Research (WIDER), Helsinki, 2007.
CRONIN, J. J. & TAYLOR, S. A., “Measuring service quality: a reexamination and extension”, Journal of Marketing, vol. 17, pp. 55-68, 1992.
DABHOLKAR, P. A. & THORPE, D. I., “Does customer satisfaction predict shopper intentions”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, vol. 7, pp. 161-171, 1994.
DIAZ-MARTIN, A. M., IGLESIAS, V., VÁZQUEZ, R. & RUIZ, A. V. “The use of quality expectations to segment a service market”, Journal of Services Marketing, vol. 14, no. 2, pp. 132-146, 2000.
DIRECÇAO GERAL DO TURISMO DE CABO VERDE, “Plano Estratégico para o desenvolvimento turístico de Cabo Verde”, Servicio de publicaciones del Ministério de Economia, Crescimiento e competitividade, Praia, 2009.
EKINCI, Y. & RILEY, M., “A critique of the issues and theoretical assumptions in service quality measurement in the lodging industry: time to move the goal-posts?”, International Journal of Hospitality Management, vol. 17, no. 4, pp. 349-362, 1998.
FALCES, C. “La influencia de los scripts en las respuestas de satisfacción del consumidor de servicios turísticos”, 1999.
FINN, M., ELLIOTT-WHITE, M. & WALTON, M. “Tourism and Leisure Research Methods: Data Collection. Analysis and Interpretation”, Pearson Education, Harlow, 2000.
FORNELL, C., “A national customer satisfaction barometer: The Swedish experience”, Journal of Marketing, vol. 14, pp. 6-21, 1992.
GIESE, J. L. & COTE, J. A., “Defining consumer satisfaction”, Academy of Marketing Science Review, vol.1, pp. 15-32, 2000.
GONZÁLEZ HERRERA, M. & PALAFOX MUÑOZ, A., “Hoteles todo incluido en Cozumel: aproximación hacia la sustentabilidad como elemento competitivo del destino”, Turismo em Análise, vol. 18, no. 2, pp. 220-244, 2007.
GREMLER, D. D. & BROWN, S. W. “Towards a conceptual model of service loyalty”, En Marketing Theory and Applications AMA Winter Educators’ Conference (pp. 218-219), 1997.
HEUNG, V. C. “Satisfaction levels of mainland Chinese travellers with Hong Kong hotel services”, International Journal of Contemporary Hospitality Management, vol. 12, no. 5, pp. 308-315, 2000.
IACOBUCCI, D., OSTROM, A. & GRAYSON, K. “Distinguishing service quality and customer satisfaction: the voice of the consumer”, Journal of Consumer Psychology, vol. 4, no. 3, pp. 277-303, 1995.
INSTITUTO NACIONAL DE ESTADÍSTICA DE CABO VERDE, “Datos estadísticos” Servicio de Publicaciones, Praia, 2015
ISSA, J. J. & JAYAWARDENA, C., “The all-inclusive concept in the caribbean”, International Journal of Contemporary Hospitality Management, vol. 15, no. 3, pp. 167-171, 2003.
KEANE, R. E. “Simulating coarse-scale vegetation dynamics using the Columbia River Basin Succession Model-CRBSUM “, 1996.
KOTLER, P. “Marketing para o século XXI: como criar, conquistar e dominar mercados”, Futura, 2000.
KNUTSON, B. J. “Frequent travellers: Making them happy and bringing them back”, Cornell Hotel and Restaurant Administration Quarterly, vol. 29, no.1, pp. 82-87, 1998.
MITCHELL, J. “Tourist Development in Cape Verde: The policy challenge of coping with success”, Overseas Development Institute, Londres, 2008.
NOWAK, L. I. & WAHBURN, J. H., “Antecedents to client satisfaction in business services”, Journal of Services Marketing, vol. 12, no. 6, pp. 441-452, 1998.
NUNNALLY, J. & BERNSTEIN, I., “Psychometric Theory”, Nueva York, McGraw-Hill, 1994.
OH, H. & PARKS, S. C., “Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry”, Hospitality Research Journal, vol. 20, pp. 35-64, 1997.
OH, H., “Diners' perceptions of quality, value, and satisfaction: A practical viewpoint”, Cornell Hospitality Quarterly, vol. 41, no. 3, pp. 58-73, 2000.
OLIVER, R. L., “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of marketing research, vol. 8, pp. 460-469, 1980.
OLIVER, R. L. & DESARBO, W. S. “Response determinants in satisfaction judgments”, Journal of Consumer Research, vol. 14, no. 4, pp. 495-507, 1988
OLIVER, R. L., “Satisfaction: A behavioral perspective on the customer”, 1997.
ÖZDEMIR, B., ÇIZEL B. & ÇIZEL R B., “Satisfaction with all-inclusive tourism resorts: the effects of satisfaction with destination and destination royalty”, International Journal of Hospitality & Tourism Administration, vol. 13, pp. 109-130, 2012.
PATTERSON, P. G, & JOHNSON, L. W., “Disconfirmation of expectations and the gap model of service quality: an integrated paradigm”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 6, no. 1, pp.90-99, 1993.
PARASURAMAN, A., ZEITHAML, V. A. & BERRY, L. L., “Servqual”, Journal of Retailing, vol. 64, no.1, pp. 12-40, 1988.
PIZAM, A. & ELLIS, T., “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, vol. 11, no. 7, pp. 326-339, 1989.
REICHHELD, F. F. & SASSER, W. E., “Zero defections: Quality comes to services”, Harvard Business Review vol. 68, pp. 105-111, 1990
RITCHIE, J. R. B. & CROUCH, G. I., “Roles and contributions to destination competitiveness”, 1997.
ROBERTS, S. & LEWIS-CAMERON, A. “Small island developing status: Signals and prospects”, 2010.
RUST, R. T. & OLIVER, R. W., “The death of advertising”, Journal of Advertising, vol. 23, no. 4, pp. 71-77, 1994.
SCHEYVENS, R. & MOMSEN, J. H., “Tourism in small island states: from vulnerability to strengths”, Journal of Sustainable Tourism, vol. 16, no. 5, pp. 491-510, 2008.
SETÓ PAMIES, D., “La influencia de la calidad de servicio, la imagen, la satisfacción y la confianza en la fidelidad del cliente”. Revista Española de Investigación de Marketing. ESIC, vol.7, no. 1, pp. 27-55, 2003.
STRAUSS, B. & NEUHAUS, P., “The qualitative satisfaction model”, International Journal of Service Industries Management, vol. 8, no.3, pp. 236 – 49, 1997.
TAYLOR, S. A. & Baker, T. L., “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions”, Journal of Retailing, vol. 70, no. 2, pp. 163-178, 1994.
TEYE, V. B. & Leclerc, D., “Product and service delivery satisfaction among North American cruise passengers”, Tourism Management, vol. 19, no.2, pp. 153-160, 1998.
TWINING-WARD, L. “Cape Verde´s transformation: tourism as a driver of growth”, working paper, The World Bank, Washington D. C, 2010.
WANG, Y., LO, H. P. & YANG, Y., “An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry”, Information Systems Frontiers, vol. 6, no. 4, pp. 325-340, 2004.
WOODSIDE, A. G., FREY, L. L. & DALY, R. T., “Linking Sort/ice anlity, Customer Satisfaction, and Behavioral Intention”, Journal of Health Care Marketing, vol. 9, no.4, pp. 5-17, 1989.
WONG, C. K. S. & KWNOG, W. Y. Y., “Outbound tourists´ selection criteria for choosing all-inclusive package tours”, Tourism Management, vol. 25, pp. 581-592, 2004.
YI, Y. “The effects of contextual priming in print advertisements”. Journal of Consumer Research, vol. 17, no.2, pp. 215-222, 1990.
YÜKSEL, A. & RIMMINGTON, M., “Customer-satisfaction measurement”, Cornell Hospitality Quarterly, vol. 39, no. 6, pp. 60-82, 1998.
ZEITHAML, V. A., BERRY, L. L. & Parasuraman, A., “The behavioral consequences of service quality”, Journal of Marketing, vol. 18, pp. 31-46, 1996
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Published
2017-07-25
How to Cite
Jimber del Rio, J. A., López-Guzmán, T., Pérez Gálvez, J. C., & Orgaz Agüera, F. (2017). Calidad Percibida y Satisfacción en el Turismo Todo Incluido. El Caso de Cabo Verde. Anais Brasileiros De Estudos Turísticos, 7(1), 89–102. https://doi.org/10.34019/2238-2925.2017.v7.3147
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ESTUDOS DE CASO / CASE STUDY / ANÁLISIS DE CASO
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