Ferreira, Lissa Valéria FernandesCosta, Ana Caroline da Silva2018-12-172021-09-222018-12-172021-09-222018-11-28COSTA, Ana Caroline da Silva. Aplicação do modelo Servperf como ferramenta de gestão da qualidade em meios de hospedagem. 2018. 24f. Monografia (Graduação em Turismo), Departamento de Turismo, Universidade Federal do Rio Grande do Norte, Natal, 2018.https://repositorio.ufrn.br/handle/123456789/37666This study had as main target to analyze the SERVPERF process of application use in a Ponta Negra neighborhood hotel, Natal/RN. Having also as objective to check the reasons and interests why they wanted to apply that; to analyze how the data was used; and identify the main problems found during the application process. This is an exploratory descriptive case study with a qualitative approach, having the hotel’s head staff, who also works as manager, sense about the process; with a recorded interview to collect the data, having its release authorized. It has been written so we could survey the information about the theme. As a result, was observed the benefits of the Total Quality Program (CERQUEIRA NETO, 1991) after the questionnaires’ application. As conclusion, the biggest benefits obtained after the survey, were: a higher satisfaction from the staff about their functions and workplace; communication problems have decreased; an improvement of the hotel’s services and a better feedback from the costumers.Attribution-NonCommercial-NoDerivs 3.0 Brazilhttp://creativecommons.org/licenses/by-nc-nd/3.0/br/Quality managementMeasuring instrumentsSERVPERFbachelorThesis