Avaliação da qualidade dos serviços de delivery de empresas de fast food de Aracaju/SE

Abstract

The study aims to assess users' perceptions of the quality and service of delivery offered by four fast-food companies in Aracaju/SE. The specific objectives include characterizing the users' profile, identifying aspects that generate satisfaction or dissatisfaction, and analyzing the logistical aspects of the services provided. The central issue is to understand how users perceive delivery services concerning service, quality, productivity, and management. The justification for the study is to improve logistical processes and provide management with new perspectives to enhance performance and competitiveness. The results indicate that most users are female and between the ages of 24 and 29, with weekly use of the delivery app. Aspects such as food temperature, delivery speed, and discount availability are valued, with free delivery being a crucial factor for satisfaction. Issues such as delivery delays and inadequate food quality are the main causes of dissatisfaction. Communication with delivery personnel, delivery rate, and wait time are highlighted as areas for improvement. The study reveals an overall positive perception, with 68.3% of users considering the service efficient. It is recommended that companies improve these aspects to increase customer satisfaction and strengthen competitiveness.