The Importance-Satisfaction Matrix as a strategic tool for Termas de Chaves thermal spa priority improvements

Márcia Vaz (), Paula Fernandes (), Fernanda Ferreira (), Maria José Alves (), Vânia Costa () and Alcina Nunes ()
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Márcia Vaz: Instituto Politécnico de Bragança, Postal: Instituto Politécnico de Bragança &, UNIAG-Applied Management Research Unit, Bragança, Portugal, http://portal3.ipb.pt/index.php/en/ipben/home
Paula Fernandes: Instituto Politécnico de Bragança, Postal: Instituto Politécnico de Bragança &, UNIAG-Applied Management Research Unit, Bragança, Portugal, http://portal3.ipb.pt/index.php/en/ipben/home
Fernanda Ferreira: Instituto Politécnico do Porto, Postal: ESHT- Politécnico do PORTO, & UNIAG- Applied Management Research Unit, Bragança, Portugal,, http://www.ipp.pt/?set_language=en
Maria José Alves: Instituto Politécnico de Bragança, Postal: Instituto Politécnico de Bragança & , CIMO- Centro de Investigação de Montanha, Escola Superior Agrária - Bragança, Portugal, http://portal3.ipb.pt/index.php/en/ipben/home
Vânia Costa: Instituto Politécnico do Cávado e do Ave, Postal: Instituto Politécnico do Cávado e do Ave, Barcelos & GOVCOPP- Unidade de Investigação em Governança, Competitividade e Políticas Públicas, Portugal, http://ipca.pt/en/
Alcina Nunes: Instituto Politécnico de Bragança, Postal: Instituto Politécnico de Bragança &, UNIAG- Applied Management Research Unit, Bragança, Portugal, http://portal3.ipb.pt/index.php/en/ipben/home

Journal of Tourism, Sustainability and Well-being, 2023, vol. 11, issue 1, 52-64

Abstract: Health and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction.

Keywords: Importance-Satisfaction Matrix; Health and Well-being Tourism; Thermalism; Chaves Thermal Spa; Customer (search for similar items in EconPapers)
JEL-codes: I31 M31 (search for similar items in EconPapers)
Date: 2023
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