Qualidade percebida pelos clientes: avaliação dos serviços em um restaurante da cidade de Fortaleza-CE

Abstract

The share of the services sector in the braziliar GDP is about 70%. The segmento f food “outside home” grows significantly due to the change in people´s consumer habits. The brazilian´s population spends, on average, 30% of the budget eating out of home. Along with the growth of consumption, there was growth in the number of comercial establishmentS working with foodservice. The intense competition in the food sector and the increasement and requirement of the consumer provoque needs related to the quality of the given services. Understanding how consumers evaluate the quality of services in order to manage a company that provides satisfactory experiences is crucial. The study´s overall goal is to examine the quality of the services by a restaurant located in Fortaleza-CE. In the study, a descriptive research was held through a single-subject experimental, in wich the evaluation of service quality was measured by means of a survey applied to the restaurant´s costumers on the basis of the formo f evaluation of SERVPERF model, focusing only on the services offered by DG restaurant and the five dimensions of SERVQUAL. The data analysis results indicated that respondentes evaluated the quality of services offered in a positive way, therefore, the respondentes also demonstrated to be, in general, considerable sattisfied. The best valued dimension was “security” and the worst evaluated was “sensivity”. As a result, the restaurant´s managers came to understand that the costumer needs are key to providing good quality service and, therefore, generate customer satisfaction.