Proposta de implementação do sistema smartfood para a melhoria da prestação dos serviços no restaurante "Inhambane Hotel Escola"

Abstract

The competitiveness of the hotel supply has been widely debated, where the "quality of services" assumes a central role, since, when dealing with the offer of a service, it must be possible to qualify it as "better" or "worse," that is, it must be possible to identify flaws in the services in order to find the appropriate solutions. This work proposes the implementation of the SERVQUAL model for the evaluation of the quality of services provided at the "Pole Hotel," located in the Vila Sede of the Marracuene District, Maputo Province, Mozambique. Through the SERVQUAL model, an instrument that measures the quality of a service by comparing the expectation and the perception that the client has of the same service. The research methodology adopted consisted of field research, which focused on the quality of services in the hotel industry, being an applied and exploratory research, of a qualitative and quantitative nature, having relied on bibliography and documents for the theoretical basis of the work.The data was collected through a questionnaire and a non-probabilistic convenience sampling of 13 participants, all hotel clients. By implementing the SERVQUAL model to evaluate the services provided at the “Pole Hotel”, it is expected to identify the gaps between customer expectations and their perceptions of the service provided, prioritize areas for improvement and specific actions to reduce gaps, including staff training, process improvement, communication with clients and infrastructure adjustments, as well as the projected increase in customer satisfaction and loyalty. The application of the SERVQUAL model at the “Pole Hotel” will provide a clear view of the discrepancies between customer expectations and the perceived quality of services. From the diagnosis, it is possible to prioritize actions that reduce the most significant gaps, promoting tangible improvements in service quality. (TRADUÇÃO NOSSA)