Análise da satisfação de clientes de restaurante localizado na região oeste do Paraná

Abstract

This paper presents a review of the literature on quality concepts, as well as conceptions inherent to the service rendering sector and specific quality characteristics when applied to the sector. In the construction of the theoretical foundation, the research model named SERVQUAL is introduced, which served as the main basis for the elaboration of the present research. Subsequently, the results obtained through a survey carried out through the application of a questionnaire to the consumers of the establishment are described and discussed. Through the data resulting from this analysis, it was possible to measure gaps between the expectations and the perceptions of the clients regarding a series of elements intrinsic to the quality of the service offered. The customers showed greater satisfaction with the service hours item, while greater dissatisfaction came from the variety menu item. The project of the present research was initially submitted for the evaluation and approval of the Research Ethics Committee and is registered under CAAE number: 76848117.5.0000.0092.