Análise da qualidade do serviço do restaurante universitário no Campus Sertão da UFAL

Abstract

The modernity of life has gained strength in the society, the pursuit of personal and professional goals ends up making the individual have a busier and more rushed lifestyle. The student, since the beginning of the course, has an increase in the number of activities in his academic environment, and this ends up generating the need for food/meals away from home. As a result, university restaurants (RU) play a key role in student life. In order to meet this demand for food, RUs have increasingly sought to improve their services and offer quality care. From that point on, this course conclusion work seeks to measure the quality of the service offered by the university restaurant Merielle Franco da Silva, from the Federal University of Alagoas, Campus do Sertão, based on the users' perception. For this, a questionnaire based on the SERVPERF tool by Cronin and Taylor (1992) was used and applied. With the collected data, it was possible, through reliability tests and dimensionality analysis, to ensure the possibility of using the Item Response Theory (IRT) technique. Through the TRI it is possible to analyze and build a scale of perception of quality in the view of the users. The research had the participation of 163 users from the UK with the participation of students, professors and technicians, with the majority of participants being 89% formed by students. As a result, it was found that 34% of UK users are somewhat satisfied with the service offered, 31% are satisfied, 18% are completely satisfied, 15% are somewhat dissatisfied and only 1% of individuals are dissatisfied with the quality of services. services offered. The present study did not obtain a percentage of users who were completely dissatisfied with the questions evaluated in the UK environment. The points of items Q8 “Does the UK make any kind of error in its services?”, Q19 “Do UK employees know about your needs?” and Q21 “Is the UR concerned about what customers like to eat?”, should contain a closer look on the part of the administration, as they are important points for building the satisfaction of students and participants in the UR, as they show the greatest potential on the high level of service that can be achieved by the establishment. We noticed that two of these items are directly related to the UR user, one of them with the food that can be offered and that most pleases the customer and the other directly linked to their needs. According to the identified points, which are somehow linked to the restaurant's menu and the needs of the students (clients), this study contributes to future implementations of actions that aim to improve customer attention and their needs, based on the proposed food.