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Advisor(s)
Abstract(s)
O avanço tecnológico assume um papel preponderante no desenvolvimento de serviços inovadores no turismo. Atualmente, as aplicações móveis são um dos canais principais adotados pelos turistas para a realização de atividades rotineiras. Por esse motivo, é importante que as organizações estejam atualizadas face a este tópico para proporcionarem aos consumidores um serviço excecional. O presente estudo tem o objetivo de avaliar a qualidade percebida de um serviço móvel no contexto turístico e identificar o perfil comportamental do turista em relação à utilização da tecnologia móvel. O desenho metodológico foi elaborado a partir da revisão de literatura e com base no Modelo M-S-QUAL proposto por Huang et al. (2015). No modelo utilizado foram identificadas sete dimensões: eficiência, contacto, capacidade de resposta, qualidade do conteúdo, privacidade, design e experiência. A abordagem da pesquisa é quantitativa e foi inspirada num estudo de caso, onde se obteve 117 respostas ao inquérito por questionário. Os resultados do estudo indiciam a importância dos serviços sobre tecnologia móvel no turismo, onde se pode perceber os elementos mais valorizados numa app como o design, a experiência e a qualidade do conteúdo. Adicionalmente, verificou-se que o serviço de alojamento é um dos recursos mais usados através de um smartphone. A atividade mais praticada pela turista identificada antes da viagem foi a reserva, durante foi a navegação local e depois de uma viagem a partilha da experiência.
Technological advancement holds a preeminent role in the innovative services’ development in tourism. Currently, mobile applications are one of the major channels adopted by tourists to perform ordinary activities. For this reason, it is vital that organizations are updated about this topic to provide consumers with an outstanding service. The present investigation aims to assess the perceived quality of mobile services in tourism and to identify the behavioral profile of the tourist regarding mobile technology. The research approach is quantitative and inspired by a case study. The methodological design was developed from the literature review and based on the M-S-QUAL Model proposed by Huang et al. (2015). In the structured model for assessing the quality of the mobile service, seven dimensions are identified: efficiency, contact, responsiveness, quality content, privacy, design, and experience. The questionnaire was shared online, in which, 117 responses were collected. The results of this investigation displayed the services’ importance regarding mobile technology in tourism, where it is perceived the most valued elements in an app, such as, design, experience, and quality content. Additionally, it was found that accommodation service is one of the most used resources through a smartphone. The most frequent activity identified before the trip was booking. While, the local navigation was identified as the most practiced during a trip and after a trip it was the experience sharing.
Technological advancement holds a preeminent role in the innovative services’ development in tourism. Currently, mobile applications are one of the major channels adopted by tourists to perform ordinary activities. For this reason, it is vital that organizations are updated about this topic to provide consumers with an outstanding service. The present investigation aims to assess the perceived quality of mobile services in tourism and to identify the behavioral profile of the tourist regarding mobile technology. The research approach is quantitative and inspired by a case study. The methodological design was developed from the literature review and based on the M-S-QUAL Model proposed by Huang et al. (2015). In the structured model for assessing the quality of the mobile service, seven dimensions are identified: efficiency, contact, responsiveness, quality content, privacy, design, and experience. The questionnaire was shared online, in which, 117 responses were collected. The results of this investigation displayed the services’ importance regarding mobile technology in tourism, where it is perceived the most valued elements in an app, such as, design, experience, and quality content. Additionally, it was found that accommodation service is one of the most used resources through a smartphone. The most frequent activity identified before the trip was booking. While, the local navigation was identified as the most practiced during a trip and after a trip it was the experience sharing.
Description
Keywords
Tecnologias de suporte ao turista Qualidade do serviço móvel Avaliação de app Tourist support technologies Quality of mobile service App evaluation