Prestação de serviços em restaurante estudantil sob a ótica discente: estudo realizado no Instituto Federal da Paraíba - Campus Campina Grande

Abstract

Public services have a universe of predefined customers and, because of this characteristic, the service and / or product offered usually end up noting the quality and excellence. In the case of services and products offered by student restaurants, its proper functioning integrates a series of measures constituting the student assistance policy, with the objective of guaranteeing the access, permanence and success of the student body of the Federal Institutes of Education. However, the student restaurant of the Federal Institute of Paraíba, campus Campina Grande was receiving a high number of complaints and negative criticism by the community of students who serve in the establishment, compromising this objective. Based on this context, the restlessness that guided this research was based on how to produce a reference term for the IFPB - Campus Campina Grande Campus Restaurant, based on students' perceptions and expectations, in order to guarantee access, permanence and success school? Therefore, it was established as an instrument of perception and analysis of the expectations of the students recorded in the book of praise, suggestions and complaints of the restaurant itself, in the year 2018. The main objective of this research consisted of, from the student view, to elaborate a a new Term of Reference, with technical specifications more adequate to the need of the target audience, to promote the improvement of the services provided by the company that manages the production and distribution of meals in the Campina Grande Campus Restaurant. Methodologically, this study had a qualitative and quantitative approach, by analyzing quantitatively and qualitatively the opinions and reports of how the student sees the service provided and what expectations he has for this offer. In addition, a bibliographical research was necessary that rescued the discussions about the social function of the Federal Institutes of Education and the policies of student assistance, especially the student restaurant, on the importance of formulating the Term of Reference in the bidding process, from the perspective of authors such as Frigotto (2007), Oliveira 2012, and Meirelles (2017). The study is still classified as applied, since it sought the solution of a specific problem; documentary by the use of the book of praise, suggestions and complaints of the restaurant itself; and an action research by the intervention of the researcher in the studied reality, through the presentation of a term of reference. Based on the references found in the book of praise, suggestions and complaints, a Term of Reference was elaborated which takes into consideration the expectations, expectations and reality of the IFPB student body, Campina Grande Campus, contributing to the public service provided reach the excellence needed to guarantee access, stay successful school.