Qualidade na prestação de serviços do segmento de A&B em food parks de Manaus

Abstract

The present study had as its main focus to address the quality in the provision of services in the A&B segment in food parks in Manaus. The general objective is to analyze out-of-home food ventures installed in food parks with regard to quality from the customers' point of view. To this end, the following specific objectives were defined: describe the physical structure of the food parks; present the assessment of customers regarding the quality of services offered and identify points to be improved from the point of view of visiting consumers and/or tourists regarding the services offered by these eating establishments. Addressing this topic is justified by the fact that street food, including food trucks, bikes, containers and vans, has become a worldwide trend in recent years within the concept of eating away from home on two wheels. Food parks are also defined as companies that provide services and a good level of quality in the provision of these services in the food parks of Manaus can boost the segment and make the sector viable, expanding the local gastronomic tourist supply, in addition to boosting the economy and generating jobs. The present study consists of exploratory, descriptive and field research with results treated quantitatively and qualitatively. Data collection was carried out by means of filling out an online questionnaire. With the survey and the analysis of the information, it was possible to conclude that the level of quality in services in the A&B segments in the parks was quite favorable in a high degree of satisfaction in all the criteria proposed by Marimoto and Paladine. In relation to the other factors, infrastructure, price, waiting time, safety and location, they presented a very positive evaluation, except in relation to accessibility. As a research agenda, we intend to study in more depth the gourmet street food as a tourist attraction as well as to know the profile of the truckeiros entrepreneurs and how they evaluate their own food trucks regarding the quality of their products and services.