An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | eng por |
Título da fonte: | GEPROS. Gestão da Produção. Operações e Sistemas |
Texto Completo: | https://revista.feb.unesp.br/gepros/article/view/2339 |
Resumo: | Purpose - To propose a set of measures to improve the services provided by a company in the food sector by adapting and applying the SERVQUAL model.Design/methodology/approach – This study uses a survey to collect data and information about the object being analyzed by giving questionnaires to the company's customers. For this, the population was defined along with the ideal sample to be achieved using the Simple Random Sampling method, considering a 5% sampling error and 95% reliability.Findings - The findings indicate a negative general evaluation in all five dimensions of quality analyzed, highlighting that only 17.4% of the 23 items analyzed in the study had positive results in the relational analysis between expectation and perception compared to the 82.6% that do not present this.Originality/Value - The in-depth analysis carried out in this study gave entrepreneurs a more detailed view of the actual state of the establishment, indicating the points that need to be improved urgently and that have directly affected the negative evaluation obtained by the establishment. The need to set up a better marketing plan, a change to the location of the establishment, and the urgent improvement of safety, were highlighted as items identified that need immediate change.Keywords: Food services. Quality in services. SERVQUAL. Satisfaction analysis. Pizzerias. |
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GEPROS. Gestão da Produção. Operações e Sistemas |
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An application of the SERVQUAL model to study the quality perceived by customers in a pizzeriaPurpose - To propose a set of measures to improve the services provided by a company in the food sector by adapting and applying the SERVQUAL model.Design/methodology/approach – This study uses a survey to collect data and information about the object being analyzed by giving questionnaires to the company's customers. For this, the population was defined along with the ideal sample to be achieved using the Simple Random Sampling method, considering a 5% sampling error and 95% reliability.Findings - The findings indicate a negative general evaluation in all five dimensions of quality analyzed, highlighting that only 17.4% of the 23 items analyzed in the study had positive results in the relational analysis between expectation and perception compared to the 82.6% that do not present this.Originality/Value - The in-depth analysis carried out in this study gave entrepreneurs a more detailed view of the actual state of the establishment, indicating the points that need to be improved urgently and that have directly affected the negative evaluation obtained by the establishment. The need to set up a better marketing plan, a change to the location of the establishment, and the urgent improvement of safety, were highlighted as items identified that need immediate change.Keywords: Food services. Quality in services. SERVQUAL. Satisfaction analysis. Pizzerias.A Fundacao para o Desenvolvimento de Bauru (FunDeB)2021-03-14info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://revista.feb.unesp.br/gepros/article/view/233910.15675/gepros.v16i1.2339Revista Gestão da Produção Operações e Sistemas; v. 16 n. 1 (2021)1984-2430reponame:GEPROS. Gestão da Produção. Operações e Sistemasinstname:Universidade Estadual Paulista (UNESP)instacron:UNESPengporhttps://revista.feb.unesp.br/gepros/article/view/2339/pdfhttps://revista.feb.unesp.br/gepros/article/view/2339/1686Copyright (c) 2021 Revista GEPROSinfo:eu-repo/semantics/openAccessdos Santos, Lucas OliveiraMuniz, Emerson Cleister LimaPereira, Emily NadineDandolini, Gertrudes Aparecidade Souza, João Artur2021-03-16T21:32:31Zoai:ojs.gepros.emnuvens.com.br:article/2339Revistahttps://revista.feb.unesp.br/geprosPUBhttps://revista.feb.unesp.br/gepros/oaigepros@feb.unesp.br||abjabbour@feb.unesp.br1984-24301809-614Xopendoar:2021-03-16T21:32:31GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP)false |
dc.title.none.fl_str_mv |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
title |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
spellingShingle |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria dos Santos, Lucas Oliveira |
title_short |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
title_full |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
title_fullStr |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
title_full_unstemmed |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
title_sort |
An application of the SERVQUAL model to study the quality perceived by customers in a pizzeria |
author |
dos Santos, Lucas Oliveira |
author_facet |
dos Santos, Lucas Oliveira Muniz, Emerson Cleister Lima Pereira, Emily Nadine Dandolini, Gertrudes Aparecida de Souza, João Artur |
author_role |
author |
author2 |
Muniz, Emerson Cleister Lima Pereira, Emily Nadine Dandolini, Gertrudes Aparecida de Souza, João Artur |
author2_role |
author author author author |
dc.contributor.author.fl_str_mv |
dos Santos, Lucas Oliveira Muniz, Emerson Cleister Lima Pereira, Emily Nadine Dandolini, Gertrudes Aparecida de Souza, João Artur |
description |
Purpose - To propose a set of measures to improve the services provided by a company in the food sector by adapting and applying the SERVQUAL model.Design/methodology/approach – This study uses a survey to collect data and information about the object being analyzed by giving questionnaires to the company's customers. For this, the population was defined along with the ideal sample to be achieved using the Simple Random Sampling method, considering a 5% sampling error and 95% reliability.Findings - The findings indicate a negative general evaluation in all five dimensions of quality analyzed, highlighting that only 17.4% of the 23 items analyzed in the study had positive results in the relational analysis between expectation and perception compared to the 82.6% that do not present this.Originality/Value - The in-depth analysis carried out in this study gave entrepreneurs a more detailed view of the actual state of the establishment, indicating the points that need to be improved urgently and that have directly affected the negative evaluation obtained by the establishment. The need to set up a better marketing plan, a change to the location of the establishment, and the urgent improvement of safety, were highlighted as items identified that need immediate change.Keywords: Food services. Quality in services. SERVQUAL. Satisfaction analysis. Pizzerias. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-03-14 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://revista.feb.unesp.br/gepros/article/view/2339 10.15675/gepros.v16i1.2339 |
url |
https://revista.feb.unesp.br/gepros/article/view/2339 |
identifier_str_mv |
10.15675/gepros.v16i1.2339 |
dc.language.iso.fl_str_mv |
eng por |
language |
eng por |
dc.relation.none.fl_str_mv |
https://revista.feb.unesp.br/gepros/article/view/2339/pdf https://revista.feb.unesp.br/gepros/article/view/2339/1686 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2021 Revista GEPROS info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2021 Revista GEPROS |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
dc.source.none.fl_str_mv |
Revista Gestão da Produção Operações e Sistemas; v. 16 n. 1 (2021) 1984-2430 reponame:GEPROS. Gestão da Produção. Operações e Sistemas instname:Universidade Estadual Paulista (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
GEPROS. Gestão da Produção. Operações e Sistemas |
collection |
GEPROS. Gestão da Produção. Operações e Sistemas |
repository.name.fl_str_mv |
GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP) |
repository.mail.fl_str_mv |
gepros@feb.unesp.br||abjabbour@feb.unesp.br |
_version_ |
1800215697638293504 |