Análise da qualidade do serviço do restaurante universitário do Campus do Pici da Universidade Federal do Ceará realizada pelos alunos do Centro de Tecnologia

Abstract

Faced with the demands of the market, it is necessary to stand out in a way that surpasses the existing strategies. The need to always differentiate themselves from the competition is due to the fact that customers are becoming more demanding. For this reason, companies need to be constantly attentive to the satisfaction of their clientele, seeking a perceivable quality in what it markets. Therefore, the present work seeks to analyze the level of quality of services provided by the University Restaurant of the Federal University of Ceará, which is located in the Campus of Pici from the perspective of the students that compose the Center of Technology of the same institution. In order to perform the analysis of the performance level of the University Restaurant service, the Servqual questionnaire based on the five quality dimensions was used as a research tool to verify the existence of quality gaps in the service. Statistical methods were used to analyze the data. It was verified that the level of perception of the service quality of the cafeteria under study was below the average of the expected level. Quantitative and qualitative analyzes of calculated gaps were carried out and subsequent proposals for improvement were made for the restaurant service under study.