ANÁLISE DO NÍVEL DE SATISFAÇÃO DA CLIENTELA DO BRASEIRO BURGER BAR DE IPAMERI/GO

Abstract

This article aims to present the results obtained from a survey conducted on the satisfaction of the clientele of a retail establishment, in the bars and restaurants segment, called Braseiro Burger Bar, located in the municipality of Ipameri / GO. This study made use of bibliographical research on the main concepts related to satisfaction from authors dedicated to the study of management. The study was also based on field research whose general objective was to know the level of customer satisfaction of the company studied, as well as to identify their profile and their opinions about aspects to be improved. The field research, quantitative descriptive, was carried out between May 23 and 28, 2019, at the premises of the said company. After tabulation and analysis, with the help of electronic spreadsheets, it was verified that the sample has as its profile the predominance of unmarried men, with a predominant age of up to 39 years. It also revealed that most of the sample obtained monthly income between 3 and 10 minimum wages and that has high schooling. In order to evaluate the level of satisfaction, among other variables, the items "product quality", "product variety", "location", "environment", "service", "price" and "waiting time" were considered. The "price" item was the least evaluated. The "location", in turn, was the item with the best evaluation. The average satisfaction index was 4.4, on a scale of 5, which may be considered high.