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Previous issue date: 2012-05-28 / This work is a study of strategic management of catering establishments in the tourist route from Natal, through the study of the strategic profile of the manager and the level of satisfaction with the quality of services offered. Identifies the strategic profile prevalent in the studied sector, measures the level of customer satisfaction with services and associate the two constructs to distinguish the services of strategic profile. Uses population of 33 restaurants, built for convenience, from a list composed establishments associated with the Brazilian Association of Bars and Restaurants - ABRASEL, Veja magazine Christmas food and drink 2011/2012 and information from the natives. It presents statistical methodology used for descriptive bivariate analysis complemented by quantitative data. The quantitative characteristics of the population shows non-normality checked by the Shapiro-Wilks. Used the Kruskal-Wallis test for the realization of the association of variables and the Mann-Whitney test to perform post-test. It shows the strategic profile prevalent in the sector of restoration in Natal is the analyzer, although other types were detected. Notes that the level of satisfaction with the quality of service is getting a high score approximately 5 points in a 6-point Likert scale. Demonstrates that the client can tell the quality of services between the different strategic profiles. Identifies distinction between services provided by prospector profile compared to other profiles, indicating the size as the tangible aspects that presents noticeable difference. Certifies that these variables affect the environment of the restaurant in the building of strategic profile and reflect on the service provided. Concludes that the quality of services provided by catering establishments is influenced by the type of establishment and strategic profile of the study of this relation to establishments offering development opportunities and improving the quality of their services / Este trabalho consiste no estudo da gest?o estrat?gica dos estabelecimentos de restaura??o na rota tur?stica da cidade de Natal, atrav?s do estudo do perfil estrat?gico do gestor e o n?vel de satisfa??o da qualidade dos servi?os oferecidos. Identifica o perfil estrat?gico prevalente no setor estudado, mede o n?vel de satisfa??o com os servi?os prestados e associa os dois. Utiliza popula??o de 33 restaurantes, constru?da por conveni?ncia, a partir de uma lista composta com os estabelecimentos associados na Associa??o Brasileira de Bares e Restaurantes ABRASEL, revista Veja Natal comer e beber 2011/2012 e informa??es de nativos. Apresenta metodologia estat?stica empregada de natureza descritiva quantitativa complementada pela an?lise bivariada dos dados. O quantitativo populacional possui caracter?sticas da n?o normalidade verificada atrav?s do teste de Shapiro-Wilks. Utiliza os testes de Kruskal-Wallis para a realiza??o da associa??o das vari?veis e do teste de Mann-Whitney para a realiza??o do p?s-teste. Mostra que o perfil estrat?gico prevalente no setor da restaura??o em Natal ? o analisador ,embora tenham sido detectadas as demais tipologias. Constata que o n?vel de satisfa??o com a qualidade dos servi?os prestados ? elevado obtendo pontua??o aproximada de 5 pontos em uma escala Likert de 6 pontos. Demonstra que o cliente consegue distinguir a qualidade dos servi?os entre os perfis estrat?gicos distintos. Identifica distin??o entre os servi?os prestados pelo perfil prospector em rela??o aos demais perfis, indicando a dimens?o aspectos tang?veis como a que apresenta diferen?a percept?vel. Atesta que vari?veis presentes no ambiente do restaurante interferem na constru??o do perfil estrat?gico e refletem na presta??o do servi?o prestado. Conclui que a qualidade dos servi?os prestados pelos estabelecimentos de restaura??o ? influenciada pelo do tipo do perfil estrat?gico do estabelecimento e que o estudo desta rela??o oferta aos estabelecimentos oportunidade de desenvolvimento e aprimoramento da qualidade dos seus servi?os
| Identifer | oai:union.ndltd.org:IBICT/oai:repositorio.ufrn.br:123456789/18145 |
| Date | 28 May 2012 |
| Creators | Ferreira, Jefferson Cavalcante |
| Contributors | CPF:15590534453, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4706850H6, Medeiros, Carlos Alberto Freire, CPF:63805456468, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4799499A7, Ferreira, Lissa Valeria Fernandes, CPF:39884490163, Lucena Filho, Severino Alves de, CPF:09102639491, http://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4770951U5, Alexandre, Mauro Lemuel de Oliveira |
| Publisher | Universidade Federal do Rio Grande do Norte, Programa de P?s-Gradua??o em Turismo, UFRN, BR, Turismo e Desenvolvimento Regional e Gest?o em Turismo |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Repositório Institucional da UFRN, instname:Universidade Federal do Rio Grande do Norte, instacron:UFRN |
| Rights | info:eu-repo/semantics/openAccess |
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