Banca de DEFESA: KENNEDY KAUFUMMAM COSTA MAFRA

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
STUDENT : KENNEDY KAUFUMMAM COSTA MAFRA
DATE: 26/03/2025
TIME: 10:00
LOCAL: https://conferenciaweb.rnp.br/webconf/lissa
TITLE:

SERVICE QUALITY AND PRICES IN TOURIST RESTAURANTS

KEY WORDS:

Quality Management. Price. Decision-Makers. Tourist Restaurants.

PAGES: 132
BIG AREA: Ciências Sociais Aplicadas
AREA: Turismo
SUMMARY:

The growth of the restaurant sector has been steady in recent years. The Brazilian Association of Bars and Restaurants – ABRASEL (2025) indicates that the sector closed 2024 with the creation of 240,000 direct and indirect jobs in bars and restaurants. Given this growth, service quality and pricing have become essential for customer satisfaction and for generating competitive advantages in gastronomic businesses. The central objective of this dissertation is to analyse the relationship between price and service quality in tourist restaurants. The southern zone of the city of Natal/RN, more specifically the Ponta Negra neighbourhood, was chosen as the research locus. It is thus classified as a Special Area of Tourist and Landscape Interest (AEITP), as defined in Supplementary Law No. 208 of 7 March 2022 in the Master Plan of the city of Natal/RN. The methodological design of this study follows a qualitative approach, of an exploratory-descriptive type, with a non-probabilistic convenience sample. For data collection, two instruments were used, the first being applied to Decision-Makers in tourist restaurants and consisting of 15 questions based on the vignette technique. According to Renold (2002), vignettes are scenarios designed to explore the subjective issues of interviewees. The second instrument was a semi-structured questionnaire with open-ended questions, using the in-depth interview technique applied to managers of an association of representatives from the restaurant sector. In addition, Python software (version 3) was used to transcribe the interviews, while Iramuteq was used to generate word clouds and similarity analysis. Furthermore, Bardin’s (2016) Content Analysis (CA) was employed to guide the understanding of participants’ discourse through data coding. The main findings highlight that, in the interviewees’ perception, food quality and customer service are crucial elements in fostering customer loyalty. However, pricing strategies are determined according to operational costs and market adaptation. As a final result, the ever-challenging need to balance competitive pricing and service quality is evident, particularly during low season periods.

COMMITTEE MEMBERS:
Externa ao Programa - 1324092 - ERICA DAYANE CHAVES CAVALCANTE - nullExterno 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