Measurement of service quality of dining service in public university

• Grant number: 14/22627-8
• Support Opportunities: Scholarships in Brazil - Scientific Initiation
• Start date: December 01, 2014
• End date: June 30, 2015
• Field of knowledge: Engineering - Production Engineering - Production Management
• Principal Investigator: Adriana Barbosa Santos
• Grantee: Melissa Galdino Martos
• Host Institution: Instituto de Biociências, Letras e Ciências Exatas (IBILCE). Universidade Estadual Paulista (UNESP). Campus de São José do Rio Preto. São José do Rio Preto , SP, Brazil

Abstract

Marketing research is an important tool for managing business services by enabling the development of relevant strategies based on gathering information about their customers1. Its use in the food segment, herein the Dining Services in public university, can be further explored, especially when there is meals demand higher than the productive capacity. In this context, planning the production, prioritizing the waste reduction and serving the demand satisfactorily is a challenge. Therefore, the efficiency of the business service management depends on making safe decisions when directing actions that lead to increased costumers satisfaction. Researches for measuring the quality of services in University Dining Services can also provide opportunities for improvement and better decisions concerning the diners' profile. In this project the purpose is to use the marketing research as a management tool to University Dining Services, for obtaining information about service quality satisfaction and meals demand. In particular we aim to create a reliable questionaire for measure the service quality applicable in this context. The research will be based on eletronic survey.