The degree of customer satisfaction in university restaurants: The case of the University of Évora in Portugal
Autor(a) principal: | |
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Data de Publicação: | 2011 |
Outros Autores: | , |
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. |
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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 |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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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 |
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1799136470993207296 |