A qualidade no atendimento turístico: Estudo de caso dos restaurantes dos permissionários da orla de Atalaia em Luís Correia - PI, sob as perspectivas dos gestores e funcionários

Abstract

The main objective of the study is to assess the quality of service in the restaurants on the edge of Atalaia beach in Luís Correia-PI, from the perspectives of managers and employees. Faced with a dynamic, competitive and globalized tourist market, there is a need for organizations to use strategies that enable adequate management to maintain their economic activities with the required quality. Thus, the research is considered descriptive and exploratory, with a multi-method approach, carried out from November 2020 to August 2021. Systematic observation was used as a data collection technique, followed by the application of questionnaires with an intentional non-probabilistic sample and by snowball. The study is based on the Quality of Experience models, SERVQUAL and DINESERV, describes the profiles and strategies used by managers and employees, as well as identifies working conditions and their influence on the quality of services offered. The results indicate that the restaurants have a significant amount of temporary employees, and that despite the workers identifying themselves with the work environment, they have low qualifications for the functions they perform. Other factors are identified, such as health problems that directly affect the quality of service in restaurants. There was also dissatisfaction with the structural conditions of the edge and the lack of integration between permit holders and public managers.