Estudo do nível de qualidade do serviço prestado pela lanchonete Casa da Empada através da ferramenta da qualidade SERVQUAL

Abstract

The great increase of incoming that exists in the sector of cafeterias in Barcarena has been making that the quality of the service provided are crucial factor for decision making in the choice of where to go. In this way, organizations in this sector need to achieve great excellence in the quality of their services rendered in order to maintain the reliability of their consumers. In order to know the quality of the services offered by the cafeteria, an interview was prepared with the participation of 64 clients. It was used as a tool to elaborate the work on the scale Servqual, which consists of a scale that compares the expectations of the market with the perception that it has of the quality of the service that is provided. As a result, we obtained an overview of the difference between the quality perceived and the expectation of the same, by the customers of the Casa da Empada , with indications of the strengths and weaknesses.