Quality of Services in Tourism Attractions: a study of Florianópolis’ tourists perceptions - SC - Brazil

Abstract

The analysis of tourism demand can be made from different perspectives. In the dynamic and competitive tourism market, to identify tourists’ perceptions on quality is relevant for improving the management of destinations, attractions, hotels, restaurants and other equipment. The objective of this research is to identify quality perceptions of services in Florianópolis’ tourist attractions. This research is classified as quantitative, descriptive and based on primary data. The instrument used was a questionnaire applied to 476 tourists selected by convenience in Florianópolis between February and March 2014. Data were processed and analyzed using descriptive and inferential statistics through SPSS software. The main results indicate that quality perceptions of services in tourist attractions range from medium to good. Access, safety and technical quality were the categories with the lowest rating. Only experience’s rating exceeded the level good. It was found that safety indicators, accessibility for the disabled, bathrooms, cleanliness, infrastructure, price, indoor signage and location/accessibility require priority attention and changes.