Análise da qualidade nos serviços oferecidos em bares da cidade de João Pessoa – PB

Abstract

The present study had as objective to analyze the quality in the service provision in bars inaugurated, from 2016, in João Pessoa, from the perspective of its clients. For this, the theoretical framework was approached the quality management, its concept, evolution and its seven attributes. Another topic addressed was services, its concept and characteristics. For a better understanding, the concept of quality management in services and its forms of evaluation was understood. Once this was done, data were collected, using a quantitative approach through a questionnaire applied to 269 clients in six bars in different regions of the city. Subsequently, the collected data analysis was performed, which selected the criteria considered "qualifiers" and "order winners". The Net Promoter Score (NPS) was also identified and, based on the results, suggestions were made for specialized consultancy that would help the managers of the pubs in improving the quality management of their services.