EVALUATION OF QUALITY ATTRIBUTES OF SERVICES OF ILHÉUS HOTELS ON ACCOMMODATION SERVICES PLATFORMS

Abstract

This research aims to evaluate quality attributes evidenced by islet hotels evaluated on the websites “Hotéis.com” and "Booking.com" and evaluate the influence of the services provided with regard to general consumer satisfaction, by the Ilhéus hotel chain. . The sample is made up of 3 most popular hotels in the city of Ilhéus according to the websites researched, which participate in the ranking of destinations most sought after by tourists in Ilhéus. Consisting of three establishments, whose ratings were captured from the establishments' reviews and through the filters offered on the website itself to categorize each hotel, whether referenced by guest rating level or price. The results generated through quantitative methods. Having results in evaluations on the structure of the rooms, service and cleanliness as a factor that can increase customer satisfaction, considering that it is these attributes, respectively, that are most likely to influence a customer to give the establishment maximum rating. However, it can be concluded that hotels in the region have a positive evaluation according to customer ratings in the city and with excellent evaluation ratings on accommodation sites in Ilhéus.