AVALIAÇÃO DO ATENDIMENTO DO RESTAURANTE KANPAI BLUE, NO POLO GASTRONÔMICO DO SHOPPING FLAMBOYANT, EM GOIÂNIA

Abstract

This research aimed to evaluate the customer service of the restaurant Kanpai Blue, located in the gastronomic hub of Shopping Flamboyant in Goiânia, with the objective of understanding how it influences customer satisfaction and the company’s competitive performance. A qualitative, quantitative, and descriptive methodological approach was used through a case study, applying interviews and questionnaires to managers, employees, and customers, always focusing on the guiding research question: How can the customer service at Kanpai Blue be improved in order to achieve greater customer satisfaction? Once collected, the data were presented using charts, analyses, and supported by management tools such as organizational charts, flowcharts, SWOT analysis, and cause-and-effect diagrams, which expanded the purpose of the analysis. The results revealed strengths such as cordiality, the technical knowledge of waiters, and a well-structured environment, but also weaknesses such as long waiting times during peak hours, inefficient task distribution, and a lack of bussers to support service. Based on the data, improvement actions were suggested, such as increasing the frequency of training, hiring assistants for the waiters, and strengthening the management of operational feedback. It is concluded that the continuous improvement of customer service is essential to enhance the customer experience and ensure the restaurant’s competitiveness in a highly demanding sector. Keywords: custumer service, restaurants, service quality, custumer experience.