Banca de QUALIFICAÇÃO: KENNEDY KAUFUMMAM COSTA MAFRA

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : KENNEDY KAUFUMMAM COSTA MAFRA
DATE: 29/07/2024
TIME: 10:00
LOCAL: https://conferenciaweb.rnp.br/webconf/lissa
TITLE:

PRICING, QUALITY AND SATISFACTION OF CONSUMERS IN THE GASTRONOMY SECTOR: A STUDY AT THE TOURISTIC RESTAURANTS

KEY WORDS:

Service Quality. Price. Tourist Consumer Satisfaction. Restaurants. SERVPERF.

PAGES: 52
BIG AREA: Ciências Sociais Aplicadas
AREA: Turismo
SUMMARY:

The restaurant sector has been experiencing continuous progress. According to the Brazilian Association of Bars and Restaurants (ABRASEL), in 2023, together with accommodation establishments, restaurants contributed to the creation of more than 240 thousand jobs. Of these, 90% were generated in bars and restaurants. In this perspective, satisfaction has become crucial for the development of these businesses, which invest in service excellence to attract and retain their customers. For Cronin and Taylor (1992), creators of the SERVPERF model, quality should be evaluated based on the establishment’s performance during service delivery, taking into account the consumer’s perception. This research proposal will use an adaptation of the SERVPERF model and its five dimensions (tangibility, reliability, responsiveness, assurance, and empathy). Additionally, a sixth dimension will be tested: “price”. Based on the above, the general objective of this research is to analyse perceived quality, price, and their effects on customer satisfaction in tourist restaurants. Methodologically, this investigation will be descriptive-exploratory and adopt a quantitative approach. Data collection will be conducted through a survey instrument containing 30 questions, 25 of which are related to the dimensions of the research model, and 5 related to the profile of respondents who used the services of tourist restaurants in the city of Natal/RN. Data analysis will be conducted with the support of SPSS software, adopting Structural Equation Modelling (SEM), with the intention of testing if there are significant relationships between price and service quality in customer satisfaction. By conducting this research, it is expected to contribute both scientifically and managerially, considering that the results may be useful as theoretical support in future research and also for companies in assisting strategic planning of restaurants, aiming for greater market performance.

COMMITTEE MEMBERS:
Externo à Instituição - EVÁDIO PEREIRA FILHO - IFPB
Externo ao Programa - 1359004 - GABRIEL MARTINS DE ARAUJO FILHO - nullPresidente - 1675246 - LISSA VALERIA FERNANDES FERREIRA
Interno - 1149626 - MAURO LEMUEL DE OLIVEIRA ALEXANDRE