Avaliação da qualidade em serviços: um estudo em bares no bairro de candelária (Natal/RN)

Abstract

This study deals with the evaluation of the quality of services in bars, located in the Candelária district, in the city of Natal/RN. The research question means to answer how customers of bars in the Candelária neighborhood evaluate the services provided by these establishments. Its goal is to identify the characteristics and main factors of the quality of service provision in these bars, also seeking to identify the profile of survey respondents, verify the habits that most influence the choice of a bar to visit and analyze the dimensions of service quality of the bars most valued by patrons. In order to generate the data, a questionnaire was applied in an electronic form, consisting of 24 closed and 2 open questions, which were answered by 225 participants at the time they were at the 18 establishments visited. To perform data analysis, the Likert scale was used, which, according to Appolinário (2007), it serves for the respondent to indicate the degree of agreement or disagreement in relation to a given object. The results indicate that, in general, the customers of bars in the Candelária neighborhood feel very satisfied with the services they provide, that they approve the proximity of some of them and that, in the case of the most valued service, the good attendance is configured as the main factor influencing the choice of certain entertainment places.