Análise dos serviços do restaurante universitário da UFCG na perspectiva dos usuários.

Abstract

The services sector plays an important role in the economy, it has a presence in several organizations, whether public or private, small or large, all of them are related to services sector, to a greater or lesser extent. Regarding to university restaurants, the services provided act as an important mean to satisfy basic, educational, social action and university coexistence needs of several students. Thus, this work aims to analyze the University Restaurant’s quality services run by Federal University of Campina Grande under the users’ perspective. It is a descriptive study with a quantitative approach, containing only a qualitative question, where the data obtained were statistically analyzed. The target audience was composed by UFCG’s students who attend the university restaurant. The simple random sampling technique was used to collect data from 200 users. An adaptation of SERVQUAL customer perception tool was used to measure the service quality by measuring the gaps between customer expectation and customer perception of the university restaurant’s service. The majority of the users complaints are related to the following facts: queues size, food preparation processes safety (the users are not sure about how the food is handled) and food preferences (many users complain they are not consulted about it). In general, there are gaps for all variables belonging to the dimensions of quality. Thus, as results of the evaluation of the university restaurant run by Federal University of Campina Grande, there are evidences that the users do not have a good perception about the quality of the services.