As expectativas dos consumidores das Caldas da Felgueira:

Uma análise temporal (1999-2017)

Abstract

This work analyses and explores the concept of mineral spring spas, in Portugal. The inter-connection between health benefits and spa tourism was discussed, and a possible repositioning of the entire sector suggested. In addition, it was possible to compare wellness spring spa activity to medical spa performance using the available data. The legislation published in 2004 brings forth two concepts: Cure/Therapeutic and wellbeing/wellness. To explore the expectations of the consumers, research in loco was necessary and it took place in two distinct phases. Firstly, a questionnaire for the spa users was administered in 1999, in a sample of Portuguese SPA. The second phase took place in 2017 and the same questionnaire was administered in Caldas da Felgueira, to analyse the evolution of consumers’ expectations, on that specific Spring SPA. The analysis of official data was done over a large period, and it was compared with the development of Caldas da Felgueira, the case study. The wide data range allowed for a greater understanding of the evolution of expectations of spa users through time. Knowledge of the clients’ expectations will allow the management of the company to adjust or reposition their offer according to preferences shown, as well as to better design their communication channels.