Calidad del servicio al cliente en establecimientos gastronómicos en sector Barbasquillo, Manta, 2024.

Abstract

This research is about a study of service quality and how it has influenced customer satisfaction in gastronomic establishments. The purpose was to determine their strengths and weaknesses, as well as to analyze and evaluate the presence of quality regulations for better work performance for the benefit of restaurants. In this work, inductive, deductive, descriptive, and exploratory methods were used, which were useful to use the mixed information collection tool for the development of closed-question questionnaires, which were surveys directed to the study subjects who are within the area, and closed-question questionnaires for interviews directed to managers. And observation sheets to evaluate the establishments taking into account items such as security, location, menu, presentation, quality. The results presented in this work show that these restaurants have more strengths than weaknesses, since they have applied the quality regulations necessary for a decent quality of service, therefore, the workers are trained to satisfactorily serve the customer, except for the new ones who need to be guided by a veteran. In addition, consumers have confirmed that the quality of the food and the prices are acceptable. And as a conclusion, it is confirmed that the quality of the service has had a high impact thanks to the good treatment that has been given to the diners, with the help of the tools to provide enriching experiences, thus confirming the hypotheses that were developed.