ABSTRACT

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.

摘要

本研究分析了 TripAdvisor 网站上的游客对塞阿拉豪华酒店服务的看法，这些看法的特点是设施的质量和舒适度、卓越的服务以及对客户的专一关注。在 941 家住宿设施中，这项研究分析了塞阿拉州海岸的 16 家豪华酒店。网络志被用作一种分析方法，它验证在线社区中公开可用的内容，以识别和了解与消费者相关的需求和影响。从客户在 TripAdvisor 网站上分享的关于所选豪华酒店的评论中，应用了定性方法。对客户报告的塞阿拉州每家豪华酒店的正面和负面评价进行了比较分析，以 1 到 5 的等级关联评级。该研究收集了 TripAdvisor 上的 1511 条用户评论。住宿设施提供的服务属性，重点是服务、美食和质量，在本研究结果中反复出现。最后，应该指出的是，很少有关于奢侈品领域的作品在巴西旅游领域的期刊上进行和发表。