SATISFAÇÃO DO CLIENTE DE SERVIÇOS: Um estudo no setor de restaurantes na cidade de Juiz de Fora / MG

• Ano de defesa: 2010
• Autor(a) principal: Marson, Douglas Quirino
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: qualidade no serviço; restaurante; percepção do cliente; Servqual; service quality; restaurant; client perception; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/19304

This research seeks to understand and measure the existence of a gap between the perception of clients and managers of restaurants in the city of Juiz de Fora (MG) about the expectations of this customers about the quality of services provided. The SERVQUAL model, which demonstrates the steps to be considered in the analysis of quality in services, focusing on what could be improved in relation to customer expectations and perceptions of the service provided, was the model chosen for the research. The study will form the basis in order to develop further strategies to improve client quality perception during the process of providing the service.