Assessment of the quality of the food service of the university restaurant of a public institution of education using the SERVQUAL Scale

• Autor(a) principal: Oliveira, Taina Santos
• Data de Publicação: 2023
• Outros Autores: Silva, Ronilma Claudina da, Silva Filho, Abenaildo Miguel da, Monteiro Júnior, José Ednaldo, Gonçalves, Anderson Tiago Peixoto
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Journal of Perspectives in Management
• Texto Completo: https://periodicos.ufpe.br/revistas/index.php/jpm/article/view/257070
• topic: quality of services; SERVQUAL scale; food service; qualidade de serviços; Escala SERVQUAL; serviço de alimentação; Qualidade de Serviços

The present study aims to evaluate the quality of the food service that is offered by the university restaurant - RU of the Federal University of Pernambuco - UFPE, located in the Academic Center of Agreste - CAA, located in the municipality of Caruaru, in the state of Pernambuco, which is provided by a third-party company. This is an applied, descriptive and quantitative research, which was carried out with students of the Undergraduate Courses, who are users of the UK food service of the aforementioned Institution. As a data collection instrument, a questionnaire was used that was based in part on the SERVQUAL Scale, which considers users' expectations and perceptions in assessing the quality of a given service. As for the main results obtained, it should be noted that all evaluated items had negative Gaps, indicating that the performance of the service does not match what is expected by its users, which may reflect a possible low quality. In addition, the dimension that obtained the worst evaluation from users was responsiveness, with five of its items being considered of critical priority, that is, with high Gaps values. In the end, the study presents an action plan for the critical items, suggesting corrective and/or preventive measures in order to improve the quality of the evaluated service.