SATISFAÇÃO DO CLIENTE DE SERVIÇOS: Um estudo no setor de restaurantes na cidade de Juiz de Fora / MG
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...
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| Tipo de recurso: | tesis de maestría |
| Estado: | Versión publicada |
| Fecha de publicación: | 2010 |
| País: | Brasil |
| Institución: | Universidade Federal Fluminense (UFF) |
| Repositorio: | Repositório Institucional da Universidade Federal Fluminense (RIUFF) |
| Idioma: | portugués |
| OAI Identifier: | oai:app.uff.br:1/19304 |
| Acceso en línea: | https://app.uff.br/riuff/handle/1/19304 |
| Access Level: | acceso abierto |
| Palabra clave: | qualidade no serviço restaurante percepção do cliente Servqual service quality restaurant client perception CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO |
| Sumario: | 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. |
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