Indicadores da qualidade em restaurantes: um estudo de caso

Abstract

The objective of this article was to investigate the customer satisfaction degree at restaurants, compiling quality indicators concerned to the clients expectation, to identify the critical points. The research was carried through at the University Restaurant of the Universidade Federal de Santa Catrarina - RU/UFSC, using non-probabilistic method of data collection. Proposals have been elaborated, recommending short and long term solutions to the investigated place. KEYWORDS: Quality indicators; Quality evaluation; Customers satisfaction degree; restaurants

Keywords

• Indicadores da qualidade
• Avaliação da qualidade
• Grau de satisfação dos clientes
• Restaurantes