A qualidade no atendimento dos estabelecimentos de fast-food no município de Parauapebas - PA.

Abstract

To measure the quality of service, it is necessary to know the level of customer satisfaction, which is characterized by the satisfaction with a product or service provided. The present work aims to identify and analyze the determining factors regarding the expectations and perceptions of consumers of fast-food establishments in the city of Parauapebas-PA, as well as to evaluate the level of satisfaction and to point out opportunities for improvement for the evaluated companies, measuring the quality of services of these companies based on the SERVQUAL tool, in order to demonstrate which elements the customers of the Alpha, Mega and Omega companies value most in the products/services offered by the company. The methodology adopted was based at first on carrying out a bibliographic survey on the subject, and then on collecting data through questionnaires aimed at consumers. About the results presented in the research, it was concluded that there is a great dissatisfaction of consumers with the quality of service provided in fast-food restaurants in the shopping center of Parauapebas, causing them to complain or give up on continuing to use the services.