Esse trabalho tem por objetivo avaliar o nível de satisfação dos clientes de um restaurante em Santa Maria-RS, por meio de análise estatística descritiva, com o objetivo de identificar oportunidades de melhorias para o restaurante avaliado. Os clientes foram convidados a avaliar, para cada item, a sua satisfação, numa escala likert. Os resultados mostraram que restaurante parece atender muito bem as expectativas dos clientes com relação à sua estrutura interna, ao layout, à acessibilidade, à localização, às opções e à rapidez no pagamento, assim como no preço cobrado, além de todos os aspectos relacionados com a alimentação. No entanto, foi verificado que os maiores índices de insatisfação estão relacionados com o cheiro do ambiente interno, o estacionamento e a decoração interna. Os resultados apontados por essa pesquisa, assim como as recomendações de melhoria, serão encaminhados ao restaurante para que possam ser tomadas as medidas necessárias a fim de garantir a melhoria contínua da qualidade dos seus serviços.
The objective of this work was to create a scale to assess the level of customer satisfaction in a restaurant, using the Two Parameter Logistic Model (2PL) of the Item Response Theory (IRT). For this, a questionnaire was applied to 640 customers, including 28 restaurant attributes related to the indoor and outdoor environments, with food and service. The results shown in most respondents are satisfied with the specified effects, with the most recommended items being payment options, a location in the restaurant and its size and structure. Also note that all items had a good fit with the 2PL, so there is no need to exclude them. Consequently, it was possible to build an interpretable scale with four levels for customer satisfaction. In addition, it was possible to evaluate the questionnaire and identify which latent screening interval is most appropriate. The application of permitted adjustments allows to locate the items on the created scale, as well as to identify those that deserve greater attention in the organizational planning of a restaurant.
This paper aims to evaluate the satisfaction level of customers of a restaurant inSanta Maria- RS, using descriptive statistical analysis in order to identify opportunities for improvements to the rated restaurant. Customers were asked to rate, for each item, your satisfaction, according to a Likert scale. The results showed that the restaurant seems to meet customer expectations with respect to its internal structure, layout, accessibility, location, the options and the speed in payment and the price charged in addition to all aspects aspects related to food. However, it was found that the highest rates of dissatisfaction are related to the smell of the internal environment, parking and internal decoration. The results presented by this research, as well as recommendations for improvement will be forwarded to the restaurant so that necessary measures can be taken to ensure continuous improvement of the quality of their services.
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