Service quality in all-inclusive hotel bars and restaurants: an evaluation approach

Abstract

This research focuses on proposing a procedure to evaluate the quality of services in bars and restaurants in hotels that offer the "All Inclusive" modality. A mixed approach is used, combining qualitative and quantitative elements to develop the procedure, and a detailed description of the quality of services in these establishments in a tourist destination is made. Various methods are used, such as analysis-synthesis, induction-deduction, systemic approach, interviews, surveys and expert consultation. This leads to the proposal of a five-step procedure that includes the definition of the service cycle, identification of critical moments, determination of attributes valued by customers, evaluation of satisfaction and establishment of a continuous improvement program. The results show high customer satisfaction (98%) and identified areas for improvement to maintain quality on an ongoing basis.