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

Resumo

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.