As variáveis que influenciam na satisfação de clientes de restaurantes da cidade de Francisco Beltrão - PR

• Ano de defesa: 2015
• Autor(a) principal: Clein, Claudelir
• Orientador(a): Mioranza, Claudio
• Banca de defesa: Leismann, Edison Luiz , Canopf, Liliane
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Estadual do Oeste do Parana
• Programa de Pós-Graduação: Programa de Pós-Graduação Stricto Sensu em Gestão e Desenvolvimento Regional - Nível de Mestrado
• Departamento: Gestão e Desenvolvimento Regional
• País: BR
• Palavras-chave em Português: Restaurantes; Serviços; Qualidade; Satisfação
• Palavras-chave em Inglês: Restaurants; Services; Quality; Satisfaction
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: http://tede.unioeste.br:8080/tede/handle/tede/1004

In organizations, administration of services becomes a necessity for achievement and customer satisfaction, there variáreis that need to be studied and worked so that it can achieve competitive advantage to competitors in the same field of expertise. Given this reality, corporate managers are pressured by the market to develop, implement and monitor strategies to meet the needs and desires of all kinds of customers. Therefore, this study aimed to study the variables that influence the satisfaction of the clients of the city of Francisco Beltrão - PR, in order to: gather information about the degree of satisfaction with the services provided by such establishments; verify that the services provided are of quality; evidence which is the most important variable for choosing a restaurant and; identify the strengths and weaknesses of the companies in relation to the proposed study. To collect information themselves drafted a structured questionnaire, which subsequently applying a pilot test to 30 clients, was then applied to more than 390 customers of dining services, totaling 420 questionnaires. The methodology allowed the cross between variables and detailed analysis of all the variables that comprise this study, enabling the achievement of general and specific objectives. Following were tabulated and analyzed the data through the statistical technique of frequency analysis, which demonstrated to most questions related to customer satisfaction level, a predominance of grade 8 and is indicated with the highest frequency among the factors listed for grading. Finally, having the knowledge of the results of information collected from customers of the restaurants, we tried to show through the final considerations, data and more important and relevant analyzes, we were making some comments and notes in order to provide improvements, to make known the strengths, and draw attention to the existing weaknesses in the provision of restaurants in the town of Francisco Beltrao services in the southwestern state of Paraná region.