Requisitos e percepções do público universitário sobre os serviços de drive thru sob os efeitos da pandemia do COVID-19

Abstract

The pandemic caused by COVID-19 has changed the way in which goods and services are offered. The need for social isolation has expanded systems with minimal contact between suppliers and customers, such as drive thrus systems. This research has as general objective to study the perceptions of the university public about the drive thru service under the effects of the SARS-Cov-2 virus pandemic and its expansion to new segments, and to compare the service before and after the beginning of the pandemic. The requirements for good service provision in this format are raised and how users' perceptions differ between two moments: before and after the start of the COVID-19 pandemic. The data survey was carried out with online questionnaires, using the SERVQUAL methodology, sent to the public at the Federal University of São Carlos - Campus de Sorocaba, in order to evaluate drive thru services in that city. With the results obtained, it is demonstrated that the users' expectations are higher than the perception in all the analyzed questions, following a relatively small negative satisfaction. Furthermore, it is concluded that, even not fully meeting the expectations of users, the implementation of the drive thru service appears as an alternative to keep companies operating, while respecting the restrictive measures to combat COVID-19.