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Advisor(s)
Abstract(s)
Este estudo tem como objetivo perceber se a aplicação Zomato tem influência na escolha de
um restaurante, bem como identificar os atributos oferecidos na aplicação que mais
importam para os utilizadores, em diferentes situações: almoço de individual em dia da
semana, almoço de família, jantar de amigos e jantar romântico. Pretende, também,
compreender quais as dimensões mais importantes que condicionam a satisfação na
experiência de consumo num restaurante, quando o consumidor o avalia, após a experiência.
Será, também, realizada uma caracterização do perfil do utilizador da Zomato. O estudo
iniciou-se com uma revisão da literatura, sendo que não foram encontradas evidências
diretas sobre a influência da aplicação ou sobre os atributos que mais importam para o
consumidor na escolha de um restaurante, com a contribuição dos guias digitais de avaliação.
A informação sobre o perfil dos utilizadores desta aplicação também não foi encontrada. No
entanto, existem vários estudos que investigam os atributos que mais contribuem para a
qualidade da experiência num restaurante.
Nesta investigação foi realizada uma análise quantitativa, com a participação de 219
inquiridos utilizadores da aplicação Zomato. Até então, não existiam estudos em Portugal,
com os mesmos objetivos desta investigação.
Os resultados revelaram que a Zomato tem influência na decisão na escolha de um
restaurante. Em relação ao segundo objetivo, concluiu-se que num almoço individual em dia
de semana os atributos da aplicação mais importantes na escolha de um restaurante é o preço
médio, o tipo de comida e a localização; num almoço de família os critérios mais importantes
são o tipo de comida, a classificação e a localização; em relação ao jantar de amigos, o preço
médio, a localização e o tipo de comida são os atributos com maior importância na escolha
de um restaurante e, por fim, no jantar romântico, os atributos mais relevantes são a
classificação, o tipo de comida e as fotografias do ambiente.
Quanto ao terceiro objetivo, os três principais critérios de avaliação para classificar um
restaurante após a experiência são a qualidade da comida, limpeza e
comportamento/simpatia do staff.
Por fim, os resultados revelaram que o utilizador da Zomato é tendencialmente mais jovem,
com mais de 12 anos de escolaridade. Não se verificou nenhuma diferença estatística para o
género, situação financeira, estado civil e restrição alimentar.
This study aims to understand whether the Zomato application has an influence on an individual’s decision when choosing a restaurant, as well as to identify the attributes offered in the application that matter the most to users, in various situations: individual lunch on weekdays, family lunch, dinner with friends and romantic dinner. It also aims to understand what are the most important dimensions that make up a user’s satisfaction when evaluating a restaurant after a consumption experience. Additionally, a characterization of the Zomato user profile was carried out. The study starts with a literature review, and no direct evidence was found on the influence of the application or on the attributes that matter the most to consumers when choosing a restaurant, with the contribution of digital evaluation guides. Information about the profile of the users of this application was also not found. However, there are several studies that investigate the attributes that most contribute to the quality of an experience in a restaurant. In this investigation a quantitative analysis was carried out, with the participation of 219 users of the Zomato application. Until then, there were no studies made in Portugal, with the same objectives of this investigation. The results revealed that Zomato influences users’ decisions when choosing a restaurant. On the second objective, it was concluded that for an individual lunch on a weekday, the most important attributes of the application when choosing a remainder are the average price, the type of food and the location; for a family lunch specifically, the most important criteria are the type of food, classification and location, while for a dinner with friends, the average price, the location and the type of food are the most important attributes when choosing a restaurant and, finally, for a romantic dinner, the most relevant attributes are the classification, the type of food and the pictures of the environment. As for the third objective, the three main evaluation criteria for classifying a restaurant after the experience are the quality of the food, cleanliness and the staff's behavior / friendliness. Finally, the results revealed that the Zomato user tends to be younger, with more than 12 years of schooling. There was no statistical difference for gender, financial status, marital status and food restriction.
This study aims to understand whether the Zomato application has an influence on an individual’s decision when choosing a restaurant, as well as to identify the attributes offered in the application that matter the most to users, in various situations: individual lunch on weekdays, family lunch, dinner with friends and romantic dinner. It also aims to understand what are the most important dimensions that make up a user’s satisfaction when evaluating a restaurant after a consumption experience. Additionally, a characterization of the Zomato user profile was carried out. The study starts with a literature review, and no direct evidence was found on the influence of the application or on the attributes that matter the most to consumers when choosing a restaurant, with the contribution of digital evaluation guides. Information about the profile of the users of this application was also not found. However, there are several studies that investigate the attributes that most contribute to the quality of an experience in a restaurant. In this investigation a quantitative analysis was carried out, with the participation of 219 users of the Zomato application. Until then, there were no studies made in Portugal, with the same objectives of this investigation. The results revealed that Zomato influences users’ decisions when choosing a restaurant. On the second objective, it was concluded that for an individual lunch on a weekday, the most important attributes of the application when choosing a remainder are the average price, the type of food and the location; for a family lunch specifically, the most important criteria are the type of food, classification and location, while for a dinner with friends, the average price, the location and the type of food are the most important attributes when choosing a restaurant and, finally, for a romantic dinner, the most relevant attributes are the classification, the type of food and the pictures of the environment. As for the third objective, the three main evaluation criteria for classifying a restaurant after the experience are the quality of the food, cleanliness and the staff's behavior / friendliness. Finally, the results revealed that the Zomato user tends to be younger, with more than 12 years of schooling. There was no statistical difference for gender, financial status, marital status and food restriction.
Description
Keywords
Zomato Restauração Critérios de escolha Critérios de avaliação Restaurant Choice criteria Reviews Rating criteria