Qualidade e turismo: uma análise do segmento de alimentos e bebidas no Centro Histórico de Salvador

Abstract

The Historical Center is one of the most visited areas of Salvador and concentrates a great offer of Food and Beverage (A & B) establishments that, due to their location, serve a significant portion of the tourists who arrive in the City. The A & B area is an important component of the tourism system, which also has a symbolic relevance in the experience of visitors, for expressing through the typical gastronomy, elements characteristic of the local culture. Since the quality of the services provided by these establishments affects the evaluation of the tourists on a particular destination, this work seeks to investigate the quality of the services provided by the Food and Beverage establishments of the Historical Center of Salvador (CHS). For that, the method of deductive approach was chosen and, as a method of procedure, a case study was used. Among the research techniques used, in addition to reviewing the literature of founding authors of the subject and of guides and publications specific to the area, a survey was used, with the application of questionnaires to the prepositions of the establishments and their attendants, and observation direct. In order to evaluate the level of quality of the services of the establishments, the aspects and indicators suggested by Morcef de Paula (2004), as well as the conformity and non-conformity analysis proposed by the Kano Method (1984) were analyzed. Regarding the criteria adopted in this study, it was possible to analyze the opinion of the clients of establishments, clients and tourists regarding the human, sensorial, commercial, physical, sensory and convenience aspects of the establishments listed by Veja Salvador Comer e Bebber Magazine, 2017. These items are considered as important indicators of service quality. With regard to the results it was detected that the human and sensorial aspects presented a high degree of nonconformity. On the other hand, the commercial, physical, sensory and convenience aspects were considered by the visitors. Among the suggestions for evolution were the importance of professional qualification and partnerships with educational institutions, linking possible quality improvements in the services of food and beverage establishments in the historical center of Salvador.