Title: Analysis of quality management from the consumer's perspective - a case study of the Pestana Hotel Group in Portugal

Authors: Felipa Lopes dos Reis; Daniel Pinto

Addresses: Lusófona University, Campo Grande 376, 1749-024 Lisboa, Portugal ' Lusófona University, Campo Grande 376, 1749-024 Lisboa, Portugal

Abstract: The main objective of this research is to conduct a study of the hotel chain, Pestana Hotel Group (Portugal), from the consumer's perspective - specifically, to analyse how customer feedback can intervene in changing a specific quality component in the hotel sector. In this study, the adopted methodology was the quantitative approach. Data were collected through a Google forms questionnaire to verify consumer behaviour and preferences at a specific hotel unit, considering these factors at one of the many hotels that Pestana Hotel Group operates in Portugal. In addition to analysing these satisfaction patterns, this study also refers to the investigation of overall quality in the hotel sector, as well as to the context, promotion, evolution, and economic impact of the tourism sector in Portugal. As such, the purpose of this article demonstrates, through research and sample results, that quality management in hotel units is crucial ensuring customer satisfaction and strengthening brand reputation, leading to a positive reputation that is essential for attracting and retaining customers.

Keywords: hospitality; customers; quality; tourism; satisfaction; Portugal.

DOI: 10.1504/IJKMTH.2025.150049

International Journal of Knowledge Management in Tourism and Hospitality, 2025 Vol.4 No.3, pp.229 - 247

Received: 08 Jul 2024
Accepted: 18 Jul 2024
Published online: 28 Nov 2025 *

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