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Qualidade percebida e satisfação do consumidor quanto à prestação de serviços do restaurante universitário da UFPE
| Content Provider | Semantic Scholar |
|---|---|
| Author | Santos, Vanessa Marinho Dos |
| Copyright Year | 2016 |
| Abstract | This dissertation aimed to identify which dimensions of perceived quality most influence the satisfaction of students of the Federal University of Pernambuco in relation to the service provided by the university restaurant (RU). The RUs are collective feeding units designed to meet the basic nutritional needs of students in higher education institutions. They belong to the National Student Assistance Policy and are maintained with federal universities' own resources. These resources are scarce and the demand for this type of service is increasing, which has caused management problems related to the quality of service delivery and consumer satisfaction. In order to better understand the relationship between these two phenomena, the theories of Cronin and Taylor (1992), with respect to the measurement of perceived quality and Oliver's Theory of Satisfaction (1980), were used in order to better evaluate satisfaction consumers. The study was descriptive in nature, with a qualitative and quantitative approach, having obtained the data through interviews with students and application of questionnaires. In order to identify the main incidents related to the restaurant service, the Critical Incidents Technique was used in the interviews with the students. The application of the technique allowed to verify that the waiting time in the queue and the perception of lack of hygiene were the main critical incidents of the UFPE UK. In order to complement the research and to discover which dimensions of perceived quality proposed by Parasuraman et al (1985), more influenced the satisfaction of the students that attend the UK, an adaptation of the SERVPERF scale developed by Cronin and Taylor ( 1992), and Oliver's Satisfaction Scale (1980). As a result, the statistical analysis of the data revealed that the quality dimensions did not form according to the original SERVPERF model. And regression analysis found that the dimensions Reliability and Tangibility are the dimensions that most contribute to keep UFPE students satisfied with the service of the university restaurant. This result suggests that the institution directs resources, especially in these areas. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://www.ufpe.br/documents/39550/677698/RELAT%C3%93RIO+EXECUTIVO+-+VANESSA+MARINHO+DOS+SANTOS.pdf/a5f7ab21-e96f-4eed-abd3-f6004f6e0aac |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
