The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal

Detalhes bibliográficos
Autor(a) principal: Saraiva, Margarida
Data de Publicação: 2011
Outros Autores: Cid, Marilia, Baião, Cristina
Tipo de documento: Artigo de conferência
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10174/3622
Resumo: Organizations in globalized and consumer societies are offering progressively more quality products in order to satisfy their customers. University restaurants are not indifferent to this phenomenon and also care about the degree of customer satisfaction. The present study was planned and developed in order to address this issue. The purpose of this investigation was to measure the degree of customer satisfaction in the restaurant “Cozinha do Cardeal” of the University of Evora (Portugal), so as to improve services according to the needs and wishes of the regular users. In overall terms, it was found that the quality of service offered by this restaurant was satisfactory. However, further analysis showed that the most critical items were included in the variable “external environment”, namely: “accessibility for the disabled” and “parking”. Moreover, emerged as the most requested needs the following: “a more varied menu” and “an extension of opening hours”. Given these results, we recommend the restaurant management to implement urgent measures to improve services, which may contribute not only to reduce the dissatisfaction of the regular customers but also to attract new ones.
id RCAP_caa1a8c9caef4cd894764c14688aa337
oai_identifier_str oai:dspace.uevora.pt:10174/3622
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling The degree of customer satisfaction in university restaurants: The case of the University of Évora in PortugalQualityCustomer SatisfactionUniversity RestaurantCatering ServicesOrganizations in globalized and consumer societies are offering progressively more quality products in order to satisfy their customers. University restaurants are not indifferent to this phenomenon and also care about the degree of customer satisfaction. The present study was planned and developed in order to address this issue. The purpose of this investigation was to measure the degree of customer satisfaction in the restaurant “Cozinha do Cardeal” of the University of Evora (Portugal), so as to improve services according to the needs and wishes of the regular users. In overall terms, it was found that the quality of service offered by this restaurant was satisfactory. However, further analysis showed that the most critical items were included in the variable “external environment”, namely: “accessibility for the disabled” and “parking”. Moreover, emerged as the most requested needs the following: “a more varied menu” and “an extension of opening hours”. Given these results, we recommend the restaurant management to implement urgent measures to improve services, which may contribute not only to reduce the dissatisfaction of the regular customers but also to attract new ones.International Conference on Education and New Learning Technologies (IATED)2012-01-16T13:08:41Z2012-01-162011-07-06T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/conferenceObjecthttp://hdl.handle.net/10174/3622http://hdl.handle.net/10174/3622engBarcelonaVirtual Session: Experiences in ResearchnaonaonaoGESmsaraiva@uevora.ptndnd661Saraiva, MargaridaCid, MariliaBaião, Cristinainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-03T18:40:27Zoai:dspace.uevora.pt:10174/3622Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:58:48.830611Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
title The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
spellingShingle The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
Saraiva, Margarida
Quality
Customer Satisfaction
University Restaurant
Catering Services
title_short The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
title_full The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
title_fullStr The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
title_full_unstemmed The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
title_sort The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
author Saraiva, Margarida
author_facet Saraiva, Margarida
Cid, Marilia
Baião, Cristina
author_role author
author2 Cid, Marilia
Baião, Cristina
author2_role author
author
dc.contributor.author.fl_str_mv Saraiva, Margarida
Cid, Marilia
Baião, Cristina
dc.subject.por.fl_str_mv Quality
Customer Satisfaction
University Restaurant
Catering Services
topic Quality
Customer Satisfaction
University Restaurant
Catering Services
description Organizations in globalized and consumer societies are offering progressively more quality products in order to satisfy their customers. University restaurants are not indifferent to this phenomenon and also care about the degree of customer satisfaction. The present study was planned and developed in order to address this issue. The purpose of this investigation was to measure the degree of customer satisfaction in the restaurant “Cozinha do Cardeal” of the University of Evora (Portugal), so as to improve services according to the needs and wishes of the regular users. In overall terms, it was found that the quality of service offered by this restaurant was satisfactory. However, further analysis showed that the most critical items were included in the variable “external environment”, namely: “accessibility for the disabled” and “parking”. Moreover, emerged as the most requested needs the following: “a more varied menu” and “an extension of opening hours”. Given these results, we recommend the restaurant management to implement urgent measures to improve services, which may contribute not only to reduce the dissatisfaction of the regular customers but also to attract new ones.
publishDate 2011
dc.date.none.fl_str_mv 2011-07-06T00:00:00Z
2012-01-16T13:08:41Z
2012-01-16
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/conferenceObject
format conferenceObject
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10174/3622
http://hdl.handle.net/10174/3622
url http://hdl.handle.net/10174/3622
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Barcelona
Virtual Session: Experiences in Research
nao
nao
nao
GES
msaraiva@uevora.pt
nd
nd
661
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.publisher.none.fl_str_mv International Conference on Education and New Learning Technologies (IATED)
publisher.none.fl_str_mv International Conference on Education and New Learning Technologies (IATED)
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799136470993207296