O potencial do serviço móvel no contexto turístico

Abstract

Technological advancement holds a preeminent role in the innovative services’ development in tourism. Currently, mobile applications are one of the major channels adopted by tourists to perform ordinary activities. For this reason, it is vital that organizations are updated about this topic to provide consumers with an outstanding service. The present investigation aims to assess the perceived quality of mobile services in tourism and to identify the behavioral profile of the tourist regarding mobile technology. The research approach is quantitative and inspired by a case study. The methodological design was developed from the literature review and based on the M-S-QUAL Model proposed by Huang et al. (2015). In the structured model for assessing the quality of the mobile service, seven dimensions are identified: efficiency, contact, responsiveness, quality content, privacy, design, and experience. The questionnaire was shared online, in which, 117 responses were collected. The results of this investigation displayed the services’ importance regarding mobile technology in tourism, where it is perceived the most valued elements in an app, such as, design, experience, and quality content. Additionally, it was found that accommodation service is one of the most used resources through a smartphone. The most frequent activity identified before the trip was booking. While, the local navigation was identified as the most practiced during a trip and after a trip it was the experience sharing.

Date of Award	6 Jul 2021
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	António Andrade (Supervisor)