Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da UFPB |
Texto Completo: | https://repositorio.ufpb.br/jspui/handle/123456789/16866 |
Resumo: | Public services have a universe of predefined customers and, because of this characteristic, the service and / or product offered usually end up noting the quality and excellence. In the case of services and products offered by student restaurants, its proper functioning integrates a series of measures constituting the student assistance policy, with the objective of guaranteeing the access, permanence and success of the student body of the Federal Institutes of Education. However, the student restaurant of the Federal Institute of Paraíba, campus Campina Grande was receiving a high number of complaints and negative criticism by the community of students who serve in the establishment, compromising this objective. Based on this context, the restlessness that guided this research was based on how to produce a reference term for the IFPB - Campus Campina Grande Campus Restaurant, based on students' perceptions and expectations, in order to guarantee access, permanence and success school? Therefore, it was established as an instrument of perception and analysis of the expectations of the students recorded in the book of praise, suggestions and complaints of the restaurant itself, in the year 2018. The main objective of this research consisted of, from the student view, to elaborate a a new Term of Reference, with technical specifications more adequate to the need of the target audience, to promote the improvement of the services provided by the company that manages the production and distribution of meals in the Campina Grande Campus Restaurant. Methodologically, this study had a qualitative and quantitative approach, by analyzing quantitatively and qualitatively the opinions and reports of how the student sees the service provided and what expectations he has for this offer. In addition, a bibliographical research was necessary that rescued the discussions about the social function of the Federal Institutes of Education and the policies of student assistance, especially the student restaurant, on the importance of formulating the Term of Reference in the bidding process, from the perspective of authors such as Frigotto (2007), Oliveira 2012, and Meirelles (2017). The study is still classified as applied, since it sought the solution of a specific problem; documentary by the use of the book of praise, suggestions and complaints of the restaurant itself; and an action research by the intervention of the researcher in the studied reality, through the presentation of a term of reference. Based on the references found in the book of praise, suggestions and complaints, a Term of Reference was elaborated which takes into consideration the expectations, expectations and reality of the IFPB student body, Campina Grande Campus, contributing to the public service provided reach the excellence needed to guarantee access, stay successful school. |
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Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina GrandeRestaurante estudantilAssistência estudantilInstituto Federal da Paraíba – Campus Campina GrandeTermo de referênciaDiscentesStudent restaurantStudent assistanceFederal Institute of Paraíba – Campus Campina GrandeReference termStudentsRestaurante Estudantil – IFPB – Campina Grande (PB)Restaurante Estudantil - Termo de ReferênciaAssistência Estudantil - AlimentaçãoAuxílio AlimentaçãoCNPQ::CIENCIAS HUMANAS::EDUCACAOPublic services have a universe of predefined customers and, because of this characteristic, the service and / or product offered usually end up noting the quality and excellence. In the case of services and products offered by student restaurants, its proper functioning integrates a series of measures constituting the student assistance policy, with the objective of guaranteeing the access, permanence and success of the student body of the Federal Institutes of Education. However, the student restaurant of the Federal Institute of Paraíba, campus Campina Grande was receiving a high number of complaints and negative criticism by the community of students who serve in the establishment, compromising this objective. Based on this context, the restlessness that guided this research was based on how to produce a reference term for the IFPB - Campus Campina Grande Campus Restaurant, based on students' perceptions and expectations, in order to guarantee access, permanence and success school? Therefore, it was established as an instrument of perception and analysis of the expectations of the students recorded in the book of praise, suggestions and complaints of the restaurant itself, in the year 2018. The main objective of this research consisted of, from the student view, to elaborate a a new Term of Reference, with technical specifications more adequate to the need of the target audience, to promote the improvement of the services provided by the company that manages the production and distribution of meals in the Campina Grande Campus Restaurant. Methodologically, this study had a qualitative and quantitative approach, by analyzing quantitatively and qualitatively the opinions and reports of how the student sees the service provided and what expectations he has for this offer. In addition, a bibliographical research was necessary that rescued the discussions about the social function of the Federal Institutes of Education and the policies of student assistance, especially the student restaurant, on the importance of formulating the Term of Reference in the bidding process, from the perspective of authors such as Frigotto (2007), Oliveira 2012, and Meirelles (2017). The study is still classified as applied, since it sought the solution of a specific problem; documentary by the use of the book of praise, suggestions and complaints of the restaurant itself; and an action research by the intervention of the researcher in the studied reality, through the presentation of a term of reference. Based on the references found in the book of praise, suggestions and complaints, a Term of Reference was elaborated which takes into consideration the expectations, expectations and reality of the IFPB student body, Campina Grande Campus, contributing to the public service provided reach the excellence needed to guarantee access, stay successful school.NenhumaOs serviços públicos possuem um universo de clientes pré-definidos e, por essa característica, geralmente o serviço e/ou produto oferecidos acabam primando pouco pela qualidade e excelência. No caso dos serviços e produtos ofertados pelos restaurantes estudantis, ocorre que seu bom funcionamento integra uma série de medidas constituintes da política de assistência estudantil, com objetivo de garantir o acesso, a permanência e o êxito escolar do corpo discente dos Institutos Federais de Educação. Contudo, o restaurante estudantil do Instituto Federal da Paraíba, campus Campina Grande vinha recebendo um alto número de reclamações e críticas negativas pela comunidade de alunos que se servem no estabelecimento, comprometendo este seu objetivo. Partindo desse contexto, a inquietação que norteou essa pesquisa partiu de como produzir um termo de referência para o Restaurante Estudantil do IFPB - Campus Campina Grande, a partir das percepções e expectativas dos discentes, de modo a garantir o acesso, a permanência e o êxito escolar? Para tanto, estabeleceu-se como instrumento de percepção e análise das expectativas dos discentes registradas no livro de elogios, sugestões e reclamações do próprio restaurante, no ano de 2018. O principal objetivo dessa pesquisa consistiu em, a partir da visão discente, elaborar um novo Termo de Referência, com especificações técnicas mais adequadas à necessidade do público-alvo, para promover a melhoria dos serviços prestados pela empresa que administra a produção e distribuição de refeições no Restaurante Estudantil do Campus Campina Grande. Metodologicamente, esse estudo teve abordagem qualitativa e quantitativa, por analisar quantitativamente e qualitativamente as opiniões e os relatos de como o aluno enxerga o serviço prestado e que expectativas ele tem para esta oferta. Além disso, foi necessária uma pesquisa bibliográfica que resgatou as discussões sobre a função social dos Institutos Federais de Educação e das políticas de assistência estudantil, em especial, o restaurante estudantil, sobre a importância da formulação do Termo de Referência no processo licitatório, pela ótica de autores como Frigotto (2007), Oliveira 2012, e Meirelles (2017). O estudo classifica-se ainda como aplicado, já que buscou a solução de um problema específico; documental pelo uso do livro de elogios, sugestões e reclamações do próprio restaurante; e uma pesquisa ação pela intervenção do pesquisador na realidade estudada, por meio da apresentação de um termo de referência. Partindo das referências encontradas no livro de elogios, sugestões e reclamações, elaborou-se um Termo de Referência que leva em considerações os anseios, as expectativas e a realidade do corpo discente do IFPB, Campus Campina Grande, contribuindo para que o serviço público prestado alcance a excelência necessária para a garantia do acesso, permanência êxito escolar.Universidade Federal da ParaíbaBrasilEducaçãoMestrado Profissional em Políticas Públicas, Gestão e Avaliação da EducaçãoUFPBLima, Damião dehttp://lattes.cnpq.br/8788300833928470Amaral, Aluska Farias de Oliveira2020-02-21T11:23:37Z2019-04-032020-02-21T11:23:37Z2019-02-28info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesishttps://repositorio.ufpb.br/jspui/handle/123456789/16866porAttribution-NoDerivs 3.0 Brazilhttp://creativecommons.org/licenses/by-nd/3.0/br/info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da UFPBinstname:Universidade Federal da Paraíba (UFPB)instacron:UFPB2020-02-22T06:13:54Zoai:repositorio.ufpb.br:123456789/16866Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufpb.br/PUBhttp://tede.biblioteca.ufpb.br:8080/oai/requestdiretoria@ufpb.br|| diretoria@ufpb.bropendoar:2020-02-22T06:13:54Biblioteca Digital de Teses e Dissertações da UFPB - Universidade Federal da Paraíba (UFPB)false |
dc.title.none.fl_str_mv |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
title |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
spellingShingle |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande Amaral, Aluska Farias de Oliveira Restaurante estudantil Assistência estudantil Instituto Federal da Paraíba – Campus Campina Grande Termo de referência Discentes Student restaurant Student assistance Federal Institute of Paraíba – Campus Campina Grande Reference term Students Restaurante Estudantil – IFPB – Campina Grande (PB) Restaurante Estudantil - Termo de Referência Assistência Estudantil - Alimentação Auxílio Alimentação CNPQ::CIENCIAS HUMANAS::EDUCACAO |
title_short |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
title_full |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
title_fullStr |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
title_full_unstemmed |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
title_sort |
Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande |
author |
Amaral, Aluska Farias de Oliveira |
author_facet |
Amaral, Aluska Farias de Oliveira |
author_role |
author |
dc.contributor.none.fl_str_mv |
Lima, Damião de http://lattes.cnpq.br/8788300833928470 |
dc.contributor.author.fl_str_mv |
Amaral, Aluska Farias de Oliveira |
dc.subject.por.fl_str_mv |
Restaurante estudantil Assistência estudantil Instituto Federal da Paraíba – Campus Campina Grande Termo de referência Discentes Student restaurant Student assistance Federal Institute of Paraíba – Campus Campina Grande Reference term Students Restaurante Estudantil – IFPB – Campina Grande (PB) Restaurante Estudantil - Termo de Referência Assistência Estudantil - Alimentação Auxílio Alimentação CNPQ::CIENCIAS HUMANAS::EDUCACAO |
topic |
Restaurante estudantil Assistência estudantil Instituto Federal da Paraíba – Campus Campina Grande Termo de referência Discentes Student restaurant Student assistance Federal Institute of Paraíba – Campus Campina Grande Reference term Students Restaurante Estudantil – IFPB – Campina Grande (PB) Restaurante Estudantil - Termo de Referência Assistência Estudantil - Alimentação Auxílio Alimentação CNPQ::CIENCIAS HUMANAS::EDUCACAO |
description |
Public services have a universe of predefined customers and, because of this characteristic, the service and / or product offered usually end up noting the quality and excellence. In the case of services and products offered by student restaurants, its proper functioning integrates a series of measures constituting the student assistance policy, with the objective of guaranteeing the access, permanence and success of the student body of the Federal Institutes of Education. However, the student restaurant of the Federal Institute of Paraíba, campus Campina Grande was receiving a high number of complaints and negative criticism by the community of students who serve in the establishment, compromising this objective. Based on this context, the restlessness that guided this research was based on how to produce a reference term for the IFPB - Campus Campina Grande Campus Restaurant, based on students' perceptions and expectations, in order to guarantee access, permanence and success school? Therefore, it was established as an instrument of perception and analysis of the expectations of the students recorded in the book of praise, suggestions and complaints of the restaurant itself, in the year 2018. The main objective of this research consisted of, from the student view, to elaborate a a new Term of Reference, with technical specifications more adequate to the need of the target audience, to promote the improvement of the services provided by the company that manages the production and distribution of meals in the Campina Grande Campus Restaurant. Methodologically, this study had a qualitative and quantitative approach, by analyzing quantitatively and qualitatively the opinions and reports of how the student sees the service provided and what expectations he has for this offer. In addition, a bibliographical research was necessary that rescued the discussions about the social function of the Federal Institutes of Education and the policies of student assistance, especially the student restaurant, on the importance of formulating the Term of Reference in the bidding process, from the perspective of authors such as Frigotto (2007), Oliveira 2012, and Meirelles (2017). The study is still classified as applied, since it sought the solution of a specific problem; documentary by the use of the book of praise, suggestions and complaints of the restaurant itself; and an action research by the intervention of the researcher in the studied reality, through the presentation of a term of reference. Based on the references found in the book of praise, suggestions and complaints, a Term of Reference was elaborated which takes into consideration the expectations, expectations and reality of the IFPB student body, Campina Grande Campus, contributing to the public service provided reach the excellence needed to guarantee access, stay successful school. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-04-03 2019-02-28 2020-02-21T11:23:37Z 2020-02-21T11:23:37Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://repositorio.ufpb.br/jspui/handle/123456789/16866 |
url |
https://repositorio.ufpb.br/jspui/handle/123456789/16866 |
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por |
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por |
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Attribution-NoDerivs 3.0 Brazil http://creativecommons.org/licenses/by-nd/3.0/br/ info:eu-repo/semantics/openAccess |
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Attribution-NoDerivs 3.0 Brazil http://creativecommons.org/licenses/by-nd/3.0/br/ |
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openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal da Paraíba Brasil Educação Mestrado Profissional em Políticas Públicas, Gestão e Avaliação da Educação UFPB |
publisher.none.fl_str_mv |
Universidade Federal da Paraíba Brasil Educação Mestrado Profissional em Políticas Públicas, Gestão e Avaliação da Educação UFPB |
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reponame:Biblioteca Digital de Teses e Dissertações da UFPB instname:Universidade Federal da Paraíba (UFPB) instacron:UFPB |
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Universidade Federal da Paraíba (UFPB) |
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UFPB |
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UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB - Universidade Federal da Paraíba (UFPB) |
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diretoria@ufpb.br|| diretoria@ufpb.br |
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