Hospitalidade como critério de avaliação da satisfação de comensais em Restaurante Comercial

Abstract

Objective: to analyze the dimensions of hospitality regarding the provision of services in a commercial restaurant located in Natal-RN. Method: quantitative study carried out at a restaurant specialized in seafood, from December 2021 to July 2022. Data were obtained through a digital questionnaire referring to the analysis of satisfaction proceeding from the establishment itself. Using SPSS®, version 20.0, the information obtained was tabulated, then the absolute and relative frequencies were calculated. The data referring to the dimensions of hospitality were categorized into four: structure and comfort, personalization, warm welcome and dimension of flavors. To compare the mean scores obtained in the dimensions, a t-test was performed for independent samples, between the months with the highest and lowest customer flow. The nature of the data used in the research is public opinion without identification, therefore, it does not require the evaluation of the Ethics and Research Committee. Results: 1717 forms were used in the analysis of the client's profile, which showed a regular clientele, mostly female aged between 31 and 45 years. Among the evaluated hospitality variables, availability, friendliness and reception were the ones that most pleased the restaurant's public. The personalization dimension presented the worst evaluation in the busiest months (p=0.003). Conclusions: the evaluated restaurant has high customer satisfaction and loyalty. There is also a need to better understand the profile of the clientele, seeking to improve personalized service, especially in the busiest months.