Adaptação e aplicação do modelo SERVQUAL para análise da qualidade de serviço em uma lanchonete universitária

Abstract

The quality of a service is considered a competitive advantage for organizations. The aim of this studies to assess the perception of customers about the quality of services offered by the cafeteria university in Belém. A field research was conducted by applying a questionnaire based on SERVQUAL model adapted to food services. The survey was answered by 150 students and staff in a 10-day period in July 2016, to identify the differences between perceived and expected by customers based on five quality dimensions. In general, although almost all dimensions studied tested negative gaps, the results indicate that the gaps between the service offered and expected by the customers does not differ significantly; it is found in the largest dimension of empathy. Thus, it was observed that the applied model identified all the points that should be improved in the establishment to seek quality in the service offered.