La hospitalidad en los festivales: evaluación comparativa a través de ecuaciones estructurales en la Oktoberfest de Munich (RFA) y Blumenau (SC/Brasil)

Sérgio Luiz do Amaral Moretti; Fabrícia Durieux Zucco; Cícera Carla Bezerra da Silva; Rita de Cássia Pinotti

doi:10.25145/j.pasos.2016.14.014

Authors

Sérgio Luiz do Amaral Moretti Universidade Anhembi Morumbi
Fabrícia Durieux Zucco Univali e FURB
Cícera Carla Bezerra da Silva Universidade Anhembi Morumbi
Rita de Cássia Pinotti Universidade Anhembi Morumbi

DOI:

https://doi.org/10.25145/j.pasos.2016.14.014

Keywords:

hospitality, Preceived quality, Festivals, SERVQUAL, Oktoberfest

Abstract

The study of hospitality allows the understanding of the human relationships at the time of receiving the other and has become important concept to understand the perception of quality and customer satisfaction. Increased interest in festivals has led organizers to devote more attention to it. This article seeks to examine the subject and to this end we applied a survey in Oktoberfest Munich (Germany) with 285 inquiries and, of Blumenau (S / C, Brazil) with 432 inquiries based on SERVQUAL using their dimension Perceived Quality of Service, which is an innovative initiative in the research field of festivals. The analysis was performed using structural equation. In all aspects investigated for perceived quality (safety, empathy, reliability, service and tangibility), satisfaction rates were much more positive in Blumenau Oktoberfest, compared to the Oktoberfest in Munich. As in Munich, the beer choices make up the best?rated item on the tangibility by patrons of the event in Blumenau, leaving extremely satisfied 72.9% of visitors.

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