Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Tipo de documento: | Trabalho de conclusão de curso |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFS |
Texto Completo: | http://ri.ufs.br/jspui/handle/riufs/12419 |
Resumo: | Given the competitiveness of the market to which companies are exposed, thanks to new entrants and new technologies, it is increasingly important to study marketing to meet the purpose of meeting the needs of consumers. From this perspective, service marketing is studied through the premise that the customer adds, even unconsciously, tangible aspects in service evaluation. This Course Conclusion Paper aims to analyze the influence of the environment on the customer satisfaction of a restaurant located in a shopping center, and to identify if the customer satisfaction is related to the constructs architecture, physical environment, social environment, and restaurant service that are part of Servicescape's perspective. Based on this scenario, the descriptive quantitative research procedure was adopted for data collection through a survey, applied through a questionnaire to customers, completed after consumption in the restaurant. Subsequently, data treatment and analysis techniques were used Structural Equation Modeling Based on PLS - Partial Least Squares and Multiple Linear Regression. Eight hypotheses were associated and related the constructs to the dependent variables. The results presented 4 validated hypotheses and 4 refuted hypotheses and were essential in understanding the importance of the service environment in customer satisfaction with the environment and the services provided by the restaurant. |
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Carvalho, Vinícius Vieira deSarmento, Rosângela2019-11-20T23:05:17Z2019-11-20T23:05:17Z2019-08-28CARVALHO, Vinícius Vieira de. Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar. 2019. Monografia (Graduação em Administração) – Departamento de Administração, Centro de Ciências Sociais Aplicadas, Universidade Federal de Sergipe, São Cristóvão, SE, 2019.http://ri.ufs.br/jspui/handle/riufs/12419Given the competitiveness of the market to which companies are exposed, thanks to new entrants and new technologies, it is increasingly important to study marketing to meet the purpose of meeting the needs of consumers. From this perspective, service marketing is studied through the premise that the customer adds, even unconsciously, tangible aspects in service evaluation. This Course Conclusion Paper aims to analyze the influence of the environment on the customer satisfaction of a restaurant located in a shopping center, and to identify if the customer satisfaction is related to the constructs architecture, physical environment, social environment, and restaurant service that are part of Servicescape's perspective. Based on this scenario, the descriptive quantitative research procedure was adopted for data collection through a survey, applied through a questionnaire to customers, completed after consumption in the restaurant. Subsequently, data treatment and analysis techniques were used Structural Equation Modeling Based on PLS - Partial Least Squares and Multiple Linear Regression. Eight hypotheses were associated and related the constructs to the dependent variables. The results presented 4 validated hypotheses and 4 refuted hypotheses and were essential in understanding the importance of the service environment in customer satisfaction with the environment and the services provided by the restaurant.Dada a competitividade do mercado a que as empresas estão expostas, graças aos novos entrantes e as novas tecnologias, cada vez mais, é relevante o estudo do marketing para atender o propósito de satisfazer as necessidades dos consumidores. Dentro dessa perspectiva, o marketing de serviço é estudado através da premissa que o cliente agrega, mesmo que inconscientemente, aspectos tangíveis na avaliação dos serviços. O presente Trabalho de Conclusão de Curso tem o escopo de analisar a influência do ambiente sobre a satisfação do cliente de um restaurante localizado em um Shopping Center, além disso, identificar se a satisfação dos clientes se relaciona, com os constructos arquitetura, ambiente físico, ambiente social e atendimento do restaurante que fazem parte da perspectiva do Servicescape. Partindo desse cenário, adotou-se o procedimento de pesquisa quantitativa descritiva para a coleta de dados através de uma survey, aplicada por meio de questionário aos clientes, preenchidos após o consumo no restaurante. Posteriormente foram usadas técnicas de tratamento e análise dos dados Modelagem de Equações Estruturais Baseada em PLS – Mínimos Quadrados Parciais e Regressão Linear Múltipla. Foram associadas 8 hipóteses que relacionaram os constructos às variáveis dependentes. Os resultados apresentaram 4 hipóteses validadas e 4 hipóteses refutadas e foram imprescindíveis na compreensão da importância do ambiente de serviços na satisfação dos clientes com o ambiente e com os serviços prestados pelo restaurante.São Cristóvão, SEporAdministraçãoEnsino de administraçãoMarketing de serviçosServicescapeSatisfação do clienteService marketingCustomer satisfactionCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSAnálise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomarinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesisUniversidade Federal de SergipeDAD - Departamento de Administração – São Cristóvão - Presencialreponame:Repositório Institucional da UFSinstname:Universidade Federal de Sergipe (UFS)instacron:UFSinfo:eu-repo/semantics/openAccessORIGINALVinicius_Vieira_Carvalho.pdfVinicius_Vieira_Carvalho.pdfapplication/pdf1124176https://ri.ufs.br/jspui/bitstream/riufs/12419/2/Vinicius_Vieira_Carvalho.pdf0b7f5f56dceffaa480d5a3ff889a9ae8MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-81475https://ri.ufs.br/jspui/bitstream/riufs/12419/3/license.txt098cbbf65c2c15e1fb2e49c5d306a44cMD53TEXTVinicius_Vieira_Carvalho.pdf.txtVinicius_Vieira_Carvalho.pdf.txtExtracted texttext/plain155954https://ri.ufs.br/jspui/bitstream/riufs/12419/4/Vinicius_Vieira_Carvalho.pdf.txt5f3a7cf4b154ad3afd0574093dd7f893MD54THUMBNAILVinicius_Vieira_Carvalho.pdf.jpgVinicius_Vieira_Carvalho.pdf.jpgGenerated Thumbnailimage/jpeg1198https://ri.ufs.br/jspui/bitstream/riufs/12419/5/Vinicius_Vieira_Carvalho.pdf.jpg892dcdd0894b4e6d8bc6bc77f1ac8a53MD55riufs/124192019-11-20 20:35:52.716oai:ufs.br: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Repositório InstitucionalPUBhttps://ri.ufs.br/oai/requestrepositorio@academico.ufs.bropendoar:2019-11-20T23:35:52Repositório Institucional da UFS - Universidade Federal de Sergipe (UFS)false |
dc.title.pt_BR.fl_str_mv |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
title |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
spellingShingle |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar Carvalho, Vinícius Vieira de Administração Ensino de administração Marketing de serviços Servicescape Satisfação do cliente Service marketing Customer satisfaction CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
title_short |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
title_full |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
title_fullStr |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
title_full_unstemmed |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
title_sort |
Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar |
author |
Carvalho, Vinícius Vieira de |
author_facet |
Carvalho, Vinícius Vieira de |
author_role |
author |
dc.contributor.author.fl_str_mv |
Carvalho, Vinícius Vieira de |
dc.contributor.advisor1.fl_str_mv |
Sarmento, Rosângela |
contributor_str_mv |
Sarmento, Rosângela |
dc.subject.por.fl_str_mv |
Administração Ensino de administração Marketing de serviços Servicescape Satisfação do cliente |
topic |
Administração Ensino de administração Marketing de serviços Servicescape Satisfação do cliente Service marketing Customer satisfaction CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
dc.subject.eng.fl_str_mv |
Service marketing Customer satisfaction |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
description |
Given the competitiveness of the market to which companies are exposed, thanks to new entrants and new technologies, it is increasingly important to study marketing to meet the purpose of meeting the needs of consumers. From this perspective, service marketing is studied through the premise that the customer adds, even unconsciously, tangible aspects in service evaluation. This Course Conclusion Paper aims to analyze the influence of the environment on the customer satisfaction of a restaurant located in a shopping center, and to identify if the customer satisfaction is related to the constructs architecture, physical environment, social environment, and restaurant service that are part of Servicescape's perspective. Based on this scenario, the descriptive quantitative research procedure was adopted for data collection through a survey, applied through a questionnaire to customers, completed after consumption in the restaurant. Subsequently, data treatment and analysis techniques were used Structural Equation Modeling Based on PLS - Partial Least Squares and Multiple Linear Regression. Eight hypotheses were associated and related the constructs to the dependent variables. The results presented 4 validated hypotheses and 4 refuted hypotheses and were essential in understanding the importance of the service environment in customer satisfaction with the environment and the services provided by the restaurant. |
publishDate |
2019 |
dc.date.accessioned.fl_str_mv |
2019-11-20T23:05:17Z |
dc.date.available.fl_str_mv |
2019-11-20T23:05:17Z |
dc.date.issued.fl_str_mv |
2019-08-28 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/bachelorThesis |
format |
bachelorThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
CARVALHO, Vinícius Vieira de. Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar. 2019. Monografia (Graduação em Administração) – Departamento de Administração, Centro de Ciências Sociais Aplicadas, Universidade Federal de Sergipe, São Cristóvão, SE, 2019. |
dc.identifier.uri.fl_str_mv |
http://ri.ufs.br/jspui/handle/riufs/12419 |
identifier_str_mv |
CARVALHO, Vinícius Vieira de. Análise da influência do ambiente sobre a satisfação dos clientes de um restaurante no Shopping Riomar. 2019. Monografia (Graduação em Administração) – Departamento de Administração, Centro de Ciências Sociais Aplicadas, Universidade Federal de Sergipe, São Cristóvão, SE, 2019. |
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http://ri.ufs.br/jspui/handle/riufs/12419 |
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por |
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openAccess |
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Universidade Federal de Sergipe |
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DAD - Departamento de Administração – São Cristóvão - Presencial |
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Universidade Federal de Sergipe (UFS) |
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UFS |
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UFS |
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