Estudo exploratório sobre a percepção do consumidor de restaurantes de Campo Grande-MS

Abstract

The restaurant sector in Brazil plays an important role in the economy and in job creation. It is up to restaurants to meet a growing demand from people who consume outside the home. However, it is important that restaurant managers are concerned about offering pleasant and memorable consumption experiences through quality products and services to make them loyal. Thus, the objective of this work is to carry out a qualitative and exploratory study that will have as research object the perception of the consumer of restaurants. To achieve this objective, a literature review will be carried out followed by comments posted by consumers who attended restaurants in Campo Grande - MS. These posts are public comments available on the Google search engine. The behavioral themes of consumers that were addressed include perceived quality, consumption experience and consumer loyalty. Through the posts of some restaurant customers, it was evident that they had a great experience when consuming certain types of food. For other consumers the experiences were so impactful that they had no words to describe it and the place would be etched in their memories. It should be noted that this is an exploratory work, so there are no conclusive results that can be generalized.