Avaliação de Restaurante Universitário por Meio de Indicadores de Qualidade
This study investigated the degree of customer satisfaction in the university restaurant, analyzing quality indicators in the food establishment. For methodological procedure, the questionnaire applied in the external environment, the character of the field research was used, identifying the criti...
| Main Authors: | , , |
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| Format: | Article |
| Language: | Portuguese |
| Published: |
Universidade Regional do Noroeste do Estado do Rio Grande do Sul
2015-01-01
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| Series: | Desenvolvimento em Questão |
| Subjects: | |
| Online Access: | http://www.redalyc.org/articulo.oa?id=75235861012 |
| Summary: | This study investigated the degree of customer satisfaction in the university restaurant, analyzing quality indicators in the food establishment. For methodological procedure, the questionnaire applied in the external environment, the character of the field research was used, identifying the critical points that will be used in the improvement of quality indicators and can be used in the evaluation of services in restaurants. After tabulating the numbers were faced with the Kano method, identifying what were the possible weaknesses through the service in the restaurant by the prospect of its users. Referring to the results obtained non-conforming items were detected in the “menu” and “physical environment”. Were noted improvement suggestions for non-compliance identified in the study through the suggestions for improvements by the users relating to the possible improvements to maintain quality of the establishment. |
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| ISSN: | 1678-4855 2237-6453 |