Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App

Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study...

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Autores principales:	Rafael de Almeida Martarello, Mariana Roman Oliveira
Formato:	article
Lenguaje:	PT
Publicado:	Faculdade de Tecnologia da Zona Sul 2021
Materias:	shared economy servqual veganism delivery Industrial engineering. Management engineering T55.4-60.8 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/ef0a066f1de34f2b999de4c717275dc8
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spelling	oai:doaj.org-article:ef0a066f1de34f2b999de4c717275dc82021-11-05T19:17:09ZService quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App10.26853/Refas_ISSN-2359-182X_v08n01_082359-182Xhttps://doaj.org/article/ef0a066f1de34f2b999de4c717275dc82021-10-01T00:00:00Zhttp://www.revistarefas.com.br/index.php/RevFATECZS/article/view/521https://doaj.org/toc/2359-182XDistant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics.Rafael de Almeida MartarelloMariana Roman OliveiraFaculdade de Tecnologia da Zona Sularticleshared economyservqualveganismdeliveryIndustrial engineering. Management engineeringT55.4-60.8Management. Industrial managementHD28-70PTRevista Fatec Zona Sul, Vol 8, Iss 1, Pp 1-14 (2021)
institution	DOAJ
collection	DOAJ
language	PT
topic	shared economy servqual veganism delivery Industrial engineering. Management engineering T55.4-60.8 Management. Industrial management HD28-70
spellingShingle	shared economy servqual veganism delivery Industrial engineering. Management engineering T55.4-60.8 Management. Industrial management HD28-70 Rafael de Almeida Martarello Mariana Roman Oliveira Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
description	Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics.
format	article
author	Rafael de Almeida Martarello Mariana Roman Oliveira
author_facet	Rafael de Almeida Martarello Mariana Roman Oliveira
author_sort	Rafael de Almeida Martarello
title	Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
title_short	Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
title_full	Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
title_fullStr	Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
title_full_unstemmed	Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App
title_sort	service quality performance measurement provided by a vegan savoury snacks company: application of the servqual tool on orders through a food delivery app
publisher	Faculdade de Tecnologia da Zona Sul
publishDate	2021
url	https://doaj.org/article/ef0a066f1de34f2b999de4c717275dc8
work_keys_str_mv	AT rafaeldealmeidamartarello servicequalityperformancemeasurementprovidedbyavegansavourysnackscompanyapplicationoftheservqualtoolonordersthroughafooddeliveryapp AT marianaromanoliveira servicequalityperformancemeasurementprovidedbyavegansavourysnackscompanyapplicationoftheservqualtoolonordersthroughafooddeliveryapp
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Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App

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