SERVICE-QUALITY DESCRIPTORS OF UNIVERSITY RESTAURANTS BASED ON CUSTOMERS’ PERCEPTION

Authors

  • Mariana Vieira Barbosa Universidade do Rio de Janeiro
  • Tamira Guilherme Rocha Universidade Federal do Rio de Janeiro
  • Tânia Muzy Da Silva Universidade Federal do Rio de Janeiro
  • Karla Andrea Dulce Tonini Universidade do Rio de Janeiro https://orcid.org/0000-0002-6067-9217
  • Thadia Thuron Costa da Silva Universidade Federal do Rio de Janeiro
  • Silvia Regina Magalhães Couto Garcia Universidade Federal do Rio de Janeiro

DOI:

https://doi.org/10.12957/demetra.2019.33193

Keywords:

Keywords, Collective feeding. Consumer behavior. Students.

Abstract

With respect to restaurants, food is only the means to live the experience of having a meal, since there are other tangible and intangible factors that contribute to the success of this consumption experience. There is often a difference between customers' expectation about the service and management's perception about the provided service. The current article results from a qualitative study carried out with university students, who were customers of the feeding system of a public university, based on the SERVQUAL instrument. The focus group research technique was used to identify the main descriptors that guide the quality of the service supplied by the university restaurant, according to customers’ perceptions. Based on the current results, the SERVQUAL questionnaire overall contemplates the herein investigated service; however, some specificities such as fast service, individualized treatment and price deserve special attention. In addition, determinants such as hygiene condition of facilities and meals, and price, should be further explored in the questionnaire.

DOI: 10.12957/demetra.2019.33193

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Author Biographies

Mariana Vieira Barbosa, Universidade do Rio de Janeiro

Graduanda em Nutrição/UFRJ

Universidade Federal do Rio de Janeiro, Instituto de Nutrição Josué de Castro, Departamento de Nutrição e Dietética, Rio de Janeiro, RJ, Brasil

Tamira Guilherme Rocha, Universidade Federal do Rio de Janeiro

Graduanda em Nutrição/UFRJ

Universidade Federal do Rio de Janeiro, Instituto de Nutrição Josué de Castro, Departamento de Nutrição e Dietética, Rio de Janeiro, RJ, Brasil

Tânia Muzy Da Silva, Universidade Federal do Rio de Janeiro

Mestre em Alimentação, Nutrição e Saúde pela UERJ, Graduação em Nutrição pela UNIRIO

Universidade Federal do Rio de Janeiro, Instituto de Nutrição, Curso de Gastronomia, Rio de Janeiro, Brasil

Karla Andrea Dulce Tonini, Universidade do Rio de Janeiro

Mestre Em Administração pela Unigranrio, Graduação em Nutrição pela UNIRIO

Universidade Federal do Rio de Janeiro, Instituto de Nutrição, Curso de Gastronomia, Rio de Janeiro, Brasil

Thadia Thuron Costa da Silva, Universidade Federal do Rio de Janeiro

Doutor em Ciências pela UFRJ, Mestre em Ciência e Tecnologia de Alimentos pela UFRuralRJ, Graduação em Nutrição pela UERJ

Universidade Federal do Rio de Janeiro, Instituto de Nutrição Josué de Castro, Departamento de Nutrição e Dietética, Rio de Janeiro, RJ, Brasil

Silvia Regina Magalhães Couto Garcia, Universidade Federal do Rio de Janeiro

Doutor em Ciências pela UFRJ, Mestre em Ciência e Tecnologia de Alimentos pela UFRuralRJ, Graduação em Nutrição pela USU
Universidade Federal do Rio de Janeiro, Instituto de Nutrição Josué de Castro, Departamento de Nutrição e Dietética, Rio de Janeiro, RJ, Brasil

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Published

2019-04-11

How to Cite

1.
Barbosa MV, Rocha TG, Da Silva TM, Tonini KAD, Costa da Silva TT, Magalhães Couto Garcia SR. SERVICE-QUALITY DESCRIPTORS OF UNIVERSITY RESTAURANTS BASED ON CUSTOMERS’ PERCEPTION. DEMETRA [Internet]. 2019 Apr. 11 [cited 2025 May 1];14:e33193. Available from: https://www.e-publicacoes.uerj.br/demetra/article/view/33193

Issue

Vol. 14 (2019)

Section

Food for Collectives

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