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Perceção dos determinantes da qualidade e da segurança alimentar pelos clientes de restauração
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Abstract(s)
A qualidade percebida é definida como a apreciação do consumidor sobre as características globais do produto. Esta avaliação ocorre através da comparação entre o que o cliente esperava e o que ele percebeu do serviço prestado. Diante deste cenário, é fundamental para as empresas de restauração aproximarem-se do cliente, conhecer as suas necessidades, expectativas e identificar os atributos mais importantes do serviço oferecido. O objetivo deste caso de estudo consistiu em avaliar a perceção dos determinantes da qualidade e da segurança alimentar pelos consumidores de um restaurante localizado na zona de Torres Novas, caracterizado por um serviço de linha tipo self-service e frequentado maioritariamente das 12h às 15h por clientes do ginásio anexo, staff e pessoas que trabalham nas redondezas. Foram aplicados 101 questionários a consumidores frequentadores do restaurante entre as 12h e 15h, correspondendo 53,5% ao género masculino. Para avaliar a perceção do consumidor relativamente aos determinantes da qualidade e da segurança alimentar mediram-se as variáveis numa escala de Likert de 1 a 5. Este restaurante é procurado sobretudo pela disponibilidade de menus saudáveis (42%), mas o indicador da qualidade mais importante para o consumidor é a segurança e higiene alimentar (57,4%), seguindo-se os menus saudáveis (50,5%) e o atendimento (38,6%). A maior satisfação destaca-se para a simpatia, rapidez e eficiência dos funcionários no atendimento, seguindo-se a apresentação de menus saudáveis e equilibrados. No que toca à confiança no setor da restauração atual em Portugal no que concerne à segurança e higiene alimentar (SHA), 81,6% dos consumidores confia. Embora a SHA seja o indicador mais importante, apenas 48,3% refere conhecer os critérios de conservação e confeção segura dos alimentos. Através da aplicação do teste de Wolcoxon verifica-se que as evoluções da perceção do consumidor pelas alterações efetuadas no restaurante não são significativas (p-value < 0,05).
Com o presente estudo constata-se que a segurança e higiene alimentar é considerada o indicador da qualidade mais importante para os consumidores na seleção de determinado restaurante em detrimento da oferta de menus saudáveis ou da qualidade dos ingredientes.
Perceived quality is defined by the consumer’s appreciation about the global characteristics of a product. This assessment happens through comparison between expectations and later perception of the provided service. Consequently, it is essential for food catering companies to be closer to the clients, be aware of their needs, expectations and identify the most relevant attributes of the offered service. The objective of this study consisted in the evaluation of determinants for quality and food safety perception by the consumers from one restaurant located in Torres Novas region. The restaurant is characterised by a self-service line and mainly attended between 12h and 15h, by clients and staff from the attached gymnasium and people who works in the surroundings. 101 questionnaires were applied to the consumers that attended the restaurant between 12h and 15h – 53.5% of the clients were males. To evaluate the consumer’s perception, concerning several determinants of quality and food hygiene, a Likert scale was used scoring between 1 and 5. The restaurant is mainly sought by the availability of healthy menus (42%) but the most important quality indicator for the consumer is the food safety and hygiene (57.4%), followed by healthy menus (50.5%) and staff attendance (38.6%). The highest score can be highlighted from the staff sympathy, speed and efficiency of service, proceeded by availability of balanced and healthy menus. Concerning food safety and hygiene of the food catering sector in Portugal, 81.6% of the consumers trust in it. Although food safety and hygiene is the most important indicator only 48.3% of the responders refers to be aware of the safety criteria for food conservation and cooking. Based on the Wolcoxon test application, the evolution on the consumer’s perception about the improvements related with the restaurant itself was not significant (p-value < 0.05). With the present study it is noticed that food safety and hygiene is considered the most important quality indicator for the consumers to select a certain restaurant in detriment of healthy menus or the ingredients quality.
Perceived quality is defined by the consumer’s appreciation about the global characteristics of a product. This assessment happens through comparison between expectations and later perception of the provided service. Consequently, it is essential for food catering companies to be closer to the clients, be aware of their needs, expectations and identify the most relevant attributes of the offered service. The objective of this study consisted in the evaluation of determinants for quality and food safety perception by the consumers from one restaurant located in Torres Novas region. The restaurant is characterised by a self-service line and mainly attended between 12h and 15h, by clients and staff from the attached gymnasium and people who works in the surroundings. 101 questionnaires were applied to the consumers that attended the restaurant between 12h and 15h – 53.5% of the clients were males. To evaluate the consumer’s perception, concerning several determinants of quality and food hygiene, a Likert scale was used scoring between 1 and 5. The restaurant is mainly sought by the availability of healthy menus (42%) but the most important quality indicator for the consumer is the food safety and hygiene (57.4%), followed by healthy menus (50.5%) and staff attendance (38.6%). The highest score can be highlighted from the staff sympathy, speed and efficiency of service, proceeded by availability of balanced and healthy menus. Concerning food safety and hygiene of the food catering sector in Portugal, 81.6% of the consumers trust in it. Although food safety and hygiene is the most important indicator only 48.3% of the responders refers to be aware of the safety criteria for food conservation and cooking. Based on the Wolcoxon test application, the evolution on the consumer’s perception about the improvements related with the restaurant itself was not significant (p-value < 0.05). With the present study it is noticed that food safety and hygiene is considered the most important quality indicator for the consumers to select a certain restaurant in detriment of healthy menus or the ingredients quality.
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Keywords
Perceção da qualidade Restaurante Segurança alimentar Saúde Perceived quality Food safety Restaurant Health
Pedagogical Context
Citation
Publisher
Escola Superior de Hotelaria e Turismo do Estoril