The Costumer Window method has the main function to measure the level of importance and the degree of satisfaction with the products or services provided by the company, being a tool able to identify the weak points and powers of the company. The purpose of this paper is to present a critical analysis of the application of the method the client window in quality evaluation of University Restaurant, from Federal University of Santa Maria – RS (UFSM). The research involved 1,855 users, including students, teachers and administrative staff. The results showed that in the three units of the University Restaurant, most of the items evaluated is in Quadrant A of the Costumer Window, called "competitive force", ie, most of the items is important to the user and are attended of satisfactorily by restaurants. However, some items are in Quadrant D of the Costumer Window, called "competitive vulnerability", these items are important to the user but they are not being attended adequately. The results of this survey were forwarded to the administration of University Restaurant, which can generate subsides for the formulation of proposals to improvements (changes or adaptations) in the assessed attributes.
The client’s opinion is one of the most accurate way to evaluate the performance of an organization. The university restaurants play an important role in public institutions of undergraduate education, representing the democratization of the university space, contributing to dropout rate reduction, and improving living conditions for the clients. Item response theory has been presenting good performance in different management applications, including customer satisfaction assessment. Thus, the goal of this paper is to create a scale to evaluate the user satisfaction level of the Universidade Federal de Santa Maria (UFSM) restaurant considering the two-parameter logistic model (2PL) and item response theory (IRT). The data were obtained based on a form prepared using the Google Docs program, in a total of 1.855 respondents. A descriptive analysis of the considered data is presented and the 2LM model was fitted. The results show at what level of the satisfaction assessment the clients of the UFSM university restaurant are situated and the interpretation of the levels. The 2PL and IRT are identified as suitable tools for the data analysis.
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