Validity of questionnaire items for customer satisfaction evaluation of hotels

The service sector in Brazil won a very important space in the economy in recent years. Similarly, we observe the evolution of the tourism sector and, in this context, the hotel constitutes an indispensable support, for the growth of tourism in the country. This work aims to identify the main criteria to evaluate the services of a hotel in the city of Macaé. In order to achieve that, we carried out a literature review and the application of a questionnaire to 59 guests in the venture, which was analyzed and developed through the Lawshe methodology, pointing the essential criteria by the public surveyed. The survey identified 12 criteria to evaluate the quality dimensions in hospitality and upon completion of research, it was calculated the content validity rate (Content Validity Ratio – CVR) of each criterion. The results yelded showed 52 criteria considered essential (valid) by hotel guests in the study, and security criteria considered to be the most relevant, for the studied sample.

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Criteria, Quality, Services, Hospitality