A gestão da qualidade nas empresas hoteleiras do RN em ...

ABSTRACTThis current project is focused in a program called Programa SEBRAE de Qualidadeem Serviços Turísticos do Rio Grande do Norte (SEBRAE Program of Quality inTouristic Services of Rio Grande do Norte – TURISMO MELHOR, which has for mainpurpose to raise the quality of the services given for the companies who act with thetourist activity in the State of the Rio Grande do Norte. It is known that the tourism ifconfigures, in many Brazilian cities, as one of the main economic activities. Beyondindirectly including innumerable productive sectors of goods and services, it has thedirect involvement of diverse organizations, over all, the lenders of services, ashotels, restaurants, inns, motels, operators and travel agencies, amongst others. Inthis context, importance of the verification of the quality of the services in thecompanies is stranded out it. As these are intangible these activities becomeparticularly difficult to be carried through for involving subjective criteria. In thisdirection, this work searches to analyze the management of the quality in the hotelscompanies of the Rio Grande of the North, proposal in accord with Program SEBRAEof quality in tourist services Better Tourism. How much to the methodology theresearch is characterized as description-exploring with qualitative boarding. Theanalysis of the data backwards information on the hotels market directed toward thetourism from the perception made for the managers of would hotels in the RN. Theacademic importance of the considered study is in the fact that a State with thetourist level of the Rio Grande of the North needs tourist services of quality, thereforethe same is a primordial factor in the choice of a destination. Amongst some results,it was evidenced that, in a general way, they are positive, proving the real agreementof the managers on the management of the quality and effectiveness of the programand satisfaction in that it had adhered, contributing of certain form for theimprovement of the quality of the services offered for the companies of the RioGrande do Norte.Keywords: Satisfaction. Quality of services. Turismo Melhor. SEBRAE.