Sistema de mejora continua aplicando Deming para elevar la calidad del servicio. Caso restaurante D’Camarón.

Abstract

Services in the restaurant industry are closely linked to overall quality, the qualitative perception of services is instantaneous and is evaluated in such a way that the impact of something poorly achieved is recurrent in expenses and scares away the customer, constituting economic losses. The purpose of the research is to establish a system that guarantees a quality service, which not only resolves customer satisfaction, as a qualitative result, but also establishes continuous growth in quality management, in a sustained manner. The population was taken as the population, which is made up of visitors who arrive at the restaurant "D' Camarón" in a period of seven days (one week) which were approximately 1200 customers. The sample is for convenience, not probabilistic, where parameters of interest to the researcher are established, which facilitates the homogeneity of the information. The research is qualitative, not experimental, methods and techniques were used, such as surveys and interviews that corroborate the detected problem. The aim of this work is to verify the deficiencies that cause a deficit in the restaurant service and that negatively affect its quality. The ServQual model was used with Gap # 3, “Difference between the specifications of the service quality and the service delivery”, to determine the level of customer satisfaction at the D’Camarón restaurant, which significantly affects the continuous improvement and decision- making of this gastronomic business unit.