Banca de DEFESA: LARISSA DE ARRUDA XAVIER

Uma banca de DEFESA de DOUTORADO foi cadastrada pelo programa.
STUDENT : LARISSA DE ARRUDA XAVIER
DATE: 23/02/2024
TIME: 09:00
LOCAL: Online
TITLE:
KEY WORDS:

Quality; Franchising; Food Franchises; Quality Attributes; Quality Dimensions; Service Quality Measurement

PAGES: 135
BIG AREA: Engenharias
AREA: Engenharia de Produção
SUMMARY:

Food franchises are the fastest growing business models in the world. The increasing consumption in this business sector, as well as the changes in consumer behaviour and their needs with food and other aspects of consumption, influence their purchase decision in this food service sector. The objective of the study was to develop an approach to assess the quality of services provided in food franchises, from the perspective of the franchisor, franchisees and customers, to present which attributes and dimensions are important to the end customers of this business model. The quality was measured through a structured questionnaire composed of 76 attributes distributed in 14 dimensions. The approach relies on the application of exploratory factor analysis (EFA) and confirmatory factor analysis (CFA)to extract from the research instrument the dimensions and attributes that really influence the consumption and satisfaction of the services of food franchises in the sample analysed. The results showed that from the EFA, 48 attributes are considered important for customers of food franchises, these attributes were distributed in 10 dimensions, the same confirmed in the CFA. The comparison of the views of quality was divergent mainly to the aspects of sustainability, both in relation to the franchisor, as in relation to the franchisees, indicating that this theme is not yet present in the view of those who propose or provide the services of food franchises, on the other hand, the customer is involved with the theme and wants the companies that have a consumption relationship also present the same ideal. This study aims to contribute to a better understanding of the quality of service of food franchises, to improve the quality of service. This research also contributes to the advancement and improvement of literature studies related to food franchise services and the impacts of non-quality in this business model.

COMMITTEE MEMBERS:
Externa à Instituição - MARIANA NASCIMENTO SIQUEIRA
Presidente - 2292895 - DENISE DUMKE DE MEDEIROS
Interna - 2732514 - ISIS DIDIER LINS
Interna - 1551036 - LUCIANA HAZIN ALENCAR
Externo à Instituição - OTÁVIO JOSÉ DE OLIVEIRA