Analysis of the services of a university restaurant in the perspective of the users

Detalhes bibliográficos
Autor(a) principal: Vieira, Valéria Gonçalves
Data de Publicação: 2020
Outros Autores: Cavalcanti, Elmano Pontes
Tipo de documento: Artigo
Idioma: por
Título da fonte: Research, Society and Development
Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/8715
Resumo: The services sector plays an important role in the economy. It is present in several organizations, either public or private, small or large, all of them are related to the services sector, to a greater or lesser extent. That being said, this work aims to evaluate a university restaurant’s quality services under the users’ perspective. A descriptive quantitative approach was adopted, and the obtained data were analyzed according to statistical analysis. The target audience was composed of students who attended the university restaurant. The simple random sampling technique was applied to collect data from 200 respondents. An adaptation of the SERVQUAL customer perception tool was used, a questionnaire was applied to restaurant users in order to evaluate their expectations and perceptions regarding the services. In general, users' expectations exceeded the performance of services, highlighting the existence of gaps for all items analyzed. Thus, as a result of the evaluation of the university restaurant, there are pieces of evidence that users do not have a good perception regarding the quality of services. It is necessary that the restaurant’s management committee develop strategies to better meet the needs of its users.
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spelling Analysis of the services of a university restaurant in the perspective of the usersAnálisis de los servicios de un restaurante universitario en la perspectiva de los usuarios Análise dos serviços de um restaurante universitário na perspectiva dos usuáriosServiçosQualidadeRestaurante universitárioSERVQUAL.ServicesQualityUniversity restaurantSERVQUAL.ServiciosCalidadRestaurante universitarioSERVQUAL.The services sector plays an important role in the economy. It is present in several organizations, either public or private, small or large, all of them are related to the services sector, to a greater or lesser extent. That being said, this work aims to evaluate a university restaurant’s quality services under the users’ perspective. A descriptive quantitative approach was adopted, and the obtained data were analyzed according to statistical analysis. The target audience was composed of students who attended the university restaurant. The simple random sampling technique was applied to collect data from 200 respondents. An adaptation of the SERVQUAL customer perception tool was used, a questionnaire was applied to restaurant users in order to evaluate their expectations and perceptions regarding the services. In general, users' expectations exceeded the performance of services, highlighting the existence of gaps for all items analyzed. Thus, as a result of the evaluation of the university restaurant, there are pieces of evidence that users do not have a good perception regarding the quality of services. It is necessary that the restaurant’s management committee develop strategies to better meet the needs of its users.El sector de los servicios desempeña un papel importante en la economía. Está presente en varias organizaciones, ya sean públicas o privadas, pequeñas o grandes, todas las cuales operan en los servicios, en mayor o menor medida. Por lo tanto, este trabajo tiene como objetivo evaluar la calidad del servicio prestado por un Restaurante Universitario, según la percepción de los usuarios. Se utilizó un enfoque descriptivo cuantitativo, en el que los datos obtenidos se analizaron estadísticamente. El público objetivo estaba compuesto por estudiantes universitarios que asistían al restaurante en cuestión. La investigación se llevó a cabo mediante un simple muestreo probabilístico aleatorio, obteniendo 200 encuestados. Se realizó una adaptación del modelo SERVQUAL, se aplicó un cuestionario a los usuarios de los restaurantes, buscando evaluar sus expectativas y percepciones sobre los servicios. En general, las expectativas de los usuarios superaron el rendimiento de los servicios, lo que demuestra la existencia de lagunas en todos los elementos analizados. Así pues, a la vista de los resultados de la evaluación del Restaurante Universitario hay pruebas de que los usuarios no tienen una buena percepción de la calidad de los servicios. Es necesario que la dirección del establecimiento elabore estrategias para satisfacer mejor las necesidades de sus usuarios.O setor de serviços desempenha um papel importante na economia. Estando presente em diversas organizações, sejam elas públicas ou privadas, de pequeno ou grande porte, todas atuam em serviços, seja em maior ou menor grau. Sendo assim, este trabalho tem como objetivo avaliar a qualidade do serviço prestado por um Restaurante Universitário, de acordo com a percepção dos usuários. Foi utilizada uma abordagem quantitativa de caráter descritivo, onde os dados obtidos foram analisados estatisticamente. O público-alvo foi composto pelos estudantes universitários frequentadores do Restaurante em questão. A pesquisa foi conduzida por amostragem probabilística aleatória simples, obtendo 200 respondentes. Realizou-se uma adaptação do modelo SERVQUAL, um questionário foi aplicado aos usuários do restaurante, buscando avaliar suas expectativas e percepções a respeito dos serviços. No geral, as expectativas dos usuários superaram o desempenho dos serviços, demonstrando a existência de lacunas para todos os itens analisadas. Assim, diante dos resultados da avaliação do Restaurante Universitário existem evidencias de que os usuários não possuem uma boa percepção quanto à qualidade dos serviços. Sendo necessário o desenvolvimento de estratégias por parte da gestão do estabelecimento para melhor atender as necessidades de seus usuários.Research, Society and Development2020-10-04info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/871510.33448/rsd-v9i10.8715Research, Society and Development; Vol. 9 No. 10; e4519108715Research, Society and Development; Vol. 9 Núm. 10; e4519108715Research, Society and Development; v. 9 n. 10; e45191087152525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/8715/7794Copyright (c) 2020 Valéria Gonçalves Vieira; Elmano Pontes Cavalcantihttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessVieira, Valéria GonçalvesCavalcanti, Elmano Pontes2020-10-31T12:03:23Zoai:ojs.pkp.sfu.ca:article/8715Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:31:08.131455Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false
dc.title.none.fl_str_mv Analysis of the services of a university restaurant in the perspective of the users
Análisis de los servicios de un restaurante universitario en la perspectiva de los usuarios
Análise dos serviços de um restaurante universitário na perspectiva dos usuários
title Analysis of the services of a university restaurant in the perspective of the users
spellingShingle Analysis of the services of a university restaurant in the perspective of the users
Vieira, Valéria Gonçalves
Serviços
Qualidade
Restaurante universitário
SERVQUAL.
Services
Quality
University restaurant
SERVQUAL.
Servicios
Calidad
Restaurante universitario
SERVQUAL.
title_short Analysis of the services of a university restaurant in the perspective of the users
title_full Analysis of the services of a university restaurant in the perspective of the users
title_fullStr Analysis of the services of a university restaurant in the perspective of the users
title_full_unstemmed Analysis of the services of a university restaurant in the perspective of the users
title_sort Analysis of the services of a university restaurant in the perspective of the users
author Vieira, Valéria Gonçalves
author_facet Vieira, Valéria Gonçalves
Cavalcanti, Elmano Pontes
author_role author
author2 Cavalcanti, Elmano Pontes
author2_role author
dc.contributor.author.fl_str_mv Vieira, Valéria Gonçalves
Cavalcanti, Elmano Pontes
dc.subject.por.fl_str_mv Serviços
Qualidade
Restaurante universitário
SERVQUAL.
Services
Quality
University restaurant
SERVQUAL.
Servicios
Calidad
Restaurante universitario
SERVQUAL.
topic Serviços
Qualidade
Restaurante universitário
SERVQUAL.
Services
Quality
University restaurant
SERVQUAL.
Servicios
Calidad
Restaurante universitario
SERVQUAL.
description The services sector plays an important role in the economy. It is present in several organizations, either public or private, small or large, all of them are related to the services sector, to a greater or lesser extent. That being said, this work aims to evaluate a university restaurant’s quality services under the users’ perspective. A descriptive quantitative approach was adopted, and the obtained data were analyzed according to statistical analysis. The target audience was composed of students who attended the university restaurant. The simple random sampling technique was applied to collect data from 200 respondents. An adaptation of the SERVQUAL customer perception tool was used, a questionnaire was applied to restaurant users in order to evaluate their expectations and perceptions regarding the services. In general, users' expectations exceeded the performance of services, highlighting the existence of gaps for all items analyzed. Thus, as a result of the evaluation of the university restaurant, there are pieces of evidence that users do not have a good perception regarding the quality of services. It is necessary that the restaurant’s management committee develop strategies to better meet the needs of its users.
publishDate 2020
dc.date.none.fl_str_mv 2020-10-04
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://rsdjournal.org/index.php/rsd/article/view/8715
10.33448/rsd-v9i10.8715
url https://rsdjournal.org/index.php/rsd/article/view/8715
identifier_str_mv 10.33448/rsd-v9i10.8715
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/8715/7794
dc.rights.driver.fl_str_mv Copyright (c) 2020 Valéria Gonçalves Vieira; Elmano Pontes Cavalcanti
https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2020 Valéria Gonçalves Vieira; Elmano Pontes Cavalcanti
https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Research, Society and Development
publisher.none.fl_str_mv Research, Society and Development
dc.source.none.fl_str_mv Research, Society and Development; Vol. 9 No. 10; e4519108715
Research, Society and Development; Vol. 9 Núm. 10; e4519108715
Research, Society and Development; v. 9 n. 10; e4519108715
2525-3409
reponame:Research, Society and Development
instname:Universidade Federal de Itajubá (UNIFEI)
instacron:UNIFEI
instname_str Universidade Federal de Itajubá (UNIFEI)
instacron_str UNIFEI
institution UNIFEI
reponame_str Research, Society and Development
collection Research, Society and Development
repository.name.fl_str_mv Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)
repository.mail.fl_str_mv rsd.articles@gmail.com
_version_ 1797052781100531712

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