Information Entropy in Event Satisfaction

Abstract:

It’s noticed the growth of festivals and events in several regions, therefore, studies point out its importance for tourism in certain regions. Based on this, it becomes relevant to assess the satisfaction of visitors to events, so that they become continuous visitors to these destinations, thus contributing to the growth of regional tourism and festivals. Satisfaction can be measured through five dimensions, which are: security, empathy, reliability, service and tangibility. Based on this context, the objective is to verify which dimension of event satisfaction has the greatest weight or level of information, measured through informational entropy. For this, a survey was conducted with a questionnaire. Data collection followed the semi-structured questionnaire model, self-completed with closed questions, applied to 215 visitors who were at Oktoberfest Blumenau 2017. The data collection instrument was based on the study of Moretti, Silva, Pinotti & Zucco (2016). The Multicriteria Decision Analysis technique called Information Entropy was applied to the research results. It is noteworthy that this research was part of a study pretest. The results showed that visitors to Oktoberfest Blumenau are more satisfied with the Tangibility dimension and less satisfied with the Security dimension. Therefore, the results can be used as a basis for future improvements in the event.

Keywords:
Satisfaction; Festivals; Informational entropy; Oktoberfest Blumenau; Tourism