Construção e validação empírica de um protocolo de certificação da qualidade turística para praias urbanas (PCTP)
Considering the beach as one of the main attractive factors of coastal tourist destinations and its environmental, economic and recreational relevance, maintaining its quality is considered an investment in the tourism economy, since sun and sea tourism is responsible for the greatest tourist * f...
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Định dạng: | doctoralThesis |
Ngôn ngữ: | pt_BR |
Được phát hành: |
Universidade Federal do Rio Grande do Norte
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Những chủ đề: | |
Truy cập trực tuyến: | https://repositorio.ufrn.br/handle/123456789/52458 |
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Tóm tắt: | Considering the beach as one of the main attractive factors of coastal tourist destinations and
its environmental, economic and recreational relevance, maintaining its quality is considered
an investment in the tourism economy, since sun and sea tourism is responsible for the greatest
tourist * flow *in Brazil. Most certification protocols primarily aproach the environmental and
management aspects of the beach (infrastructure, maintenance of services, etc.), but the relevant
criteria for tourism quality are rarely discussed. In Brazil, the only existing beach certification
(Blue Flag) is applied to a few beaches and consists of an ecological seal that does not allow
the evaluation of other necessary dimensions to evaluate the tourist quality of that beaches. As
exposed, the following questions arise: What dimensions should be considered in beach quality
certification protocols for tourist purposes? And what indicators are considered important for
the certification of the tourist quality of beaches? Thus, this thesis has as its main objective the
construction and empirical validation of a Tourism Quality Certification Protocol for Urban
Beaches (PCTP), considering the creation of specific indicators for tourism, in order to
contribute to a methodology for monitoring the quality of beaches. Therefore, the research, with
a qualitative and multi-methodological approach, had four stages: 1) Identification of Protocol
variables through systematic literature review with the aid of the Proknow-C method (Ensslin,
Ensslin, Lacerda & Tasca, 2010) which allowed the development of the conceptual structure of
the Protocol; 2) Implementation of the Delphi and Panel technique with specialists to refine the
dimensions and indicators of the Protocol; 3) Application of questionnaires with visitors
(tourists and residents) of the studied beaches to validate the instrument and obtain the
necessary data to create the Tourist Quality Index (TQI) of each beach; 4) Validation of the
evaluation protocol by calculating the IQT of the beaches and interpreting the results based on
5 levels of tourist quality: Terrible Tourist Quality; Bad Tourist Quality; Regular Tourist
Quality; Good Tourism Quality (Expected) and Excellent Tourist Quality. The final version of
the PCTP was composed of 4 dimensions: Environmental Quality (QA), Quality of Tourism
Infrastructure (QIT), Quality of Basic Infrastructure (QIB) and Quality of Experience (QE),
which were evaluated from 17 sub-dimensions and 75 indicators. The protocol was tested on
two consolidated sun and sea tourism beaches in João Pessoa, Paraíba: Cabo Branco and
Tambaú. The results indicated that the tourist quality of these two beaches was considered good
(level 4), with indexes greater than 0.61. In this way, the two beaches could be certified as 4
stars on a 5-level scale. It was concluded that the most important factors of quality perceived
by the visitor were cleanliness and security, followed by infrastructure (basic and tourist). In
addition, the survey confirmed the relationship between perceived quality, satisfaction and
beach loyalty. Finally, this research brought relevant theoretical and managerial contributions,
such as the concept of "tourist quality" and advanced discussions on evaluation indexes and
certifications for urban beaches, proposing an unprecedented tool (PCTP) to evaluate Brazilian
urban beaches from the perception of the beach user (visitors). |
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