Assessment of the quality of services provided in gastronomic tourism in Nova Veneza/SC

Abstract

Tourism is a dynamic and essential sector for generating income for local residents, businesses, and public authorities. Understanding what drives tourists to seek out and return to certain locations is a determining factor in loyalty and maintaining quality growth. Service provision actions need to be structured in a way that satisfactorily serves tourists. The objective is to verify compliance with the dimensions of quality of services provided in gastronomic tourism in the municipality of Nova Veneza, located in the south of Santa Catarina, in light of the concepts and studies carried out by Vasconcelos. The study is characterized as quantitative research, of a descriptive nature, where a questionnaire was applied in the establishments and the survey method was used to analyze and measure the relationship between variables. The analysis of the dimensions of quality management, people management, service experience management, tourist destination, ethics and social responsibility, and market orientation, in the light of Vasconcelos' studies, served as support for the general analysis of the management practices of entrepreneurs locations. The study resulted in proposals for improvement actions for each dimension. The results show that the provision of services is a point to be studied to better serve those who seek this offer.