As percepções de funcionalidade do cluster turístico de Manaus: uma avaliação entre os stakeholders governamentais e empresariais

Abstract

The purpose of this study is to research and evaluate the percepctions between stakeholders of Manaus tourism cluster, related to the quality of their services given, and find out if the competitive performance of the tourism sector is deficient for lack of quality service from the staff of the tourism trade in the city. The model adopted to measure the results wasof CALGARY Apud BENI (1998), for being a specific model to evaluate the competitiveness on tourism segment. It was tested some variables in this model to elaborate the questionnaire applied to stakeholders, to make easier the interpretation and understanding related to the governmental infrastructure, reliability, functional performance and partnerships. There were interviwed ten stakeholders in Manaus. It was also presented the model of SERVQUAL developed by PARASURAMAN, ZEITHALM and BERRY (1988), explaining its functionality and its recongnized value in research. The principal conclusions of this study was that the main problem found is not only related to the quality of services, but also to the difficulties of relationships between the Stateand City Government. Another point is that both governmental organizations find difficulties to get the entrepreneurs support due to discontinuing work in programs and projects settled in the past. The difficulties presented by the entrepreneurs are relatively smaller than theproblems of the governmental scale. It was also proven that the development of Tourism in Manaus is feasible, but it requires some changes in the government and entrepreneurs attitude, looking this way for partnerships and their understanding that the tourism will work well ifthere is interactions with other segments.