The quality of tourist service: a comparison between two cities, São Jose da Coroa Grande (Pernambuco, Brazil) and Maragogi (Alagoas, Brazil)

Abstract

In view of a competitive market, good service is essential, with tourists increasingly demanding, to exceed their expectations became an obligation in tourism service, then the purpose of this research was to demonstrate the importance of the quality of service in the tourism sector. In the study, it was made a comparison between two coastal cities in relation to the service provided to tourists, in São José da Coroa Grande and Maragogi, both important coastal cities from Pernambuco and Alagoas, Brazil. In this case study, the methodology was based on a qualitative, exploratory, and bibliographic approach in order to show that the quality of service could be the main tool for clients’ satisfaction. The results showed a superior service provided to tourists in Maragogi, which with its hotel chain and resorts was offering a greater infrastructure, as well as a greater qualification in the service offered, demonstrating that to serve well over time will mean not only profit, but also economic development.