Análise da Qualidade do Serviço de Microempreendedores Alimentícios no IFPE Campus Igarassu a partir da Aplicação do Modelo SERVQUAL

Abstract

This study aimed to evaluate the quality of services provided by food microentrepreneurs operating at IFPE - Campus Igarassu through the application of the SERVQUAL instrument. To achieve this objective, a bibliographic review was conducted on service quality in the food sector, with emphasis on the SERVQUAL model. Subsequently, a structured questionnaire was developed based on the five dimensions of the instrument: tangibility, reliability, assurance, responsiveness, and empathy, covering both customers’ expectations and perceptions. Data were collected using the Google Forms platform. The results revealed the existence of negative gaps across all analyzed dimensions, indicating that customers’ perceptions fell below their expectations. The Assurance dimension presented the highest level of discrepancy, whereas Empathy showed the lowest gap levels. Based on these findings, corrective actions were proposed focusing on environmental organization, process standardization, food safety, and customer service improvement, aiming to enhance the overall quality of the services provided.