La gestión de Calidad Como Aporte a la Gastronomía del Cantón Manta.

Abstract

This research is a study of the quality of service and customer satisfaction of restaurants in the Zona Rosa of Manta. Currently, the number of restaurants has been increasing and this leads to a market that is becoming more and more demanding, which is why companies must always keep in mind an evaluation of the quality of service in order to have satisfied customers. The main objective of this research is to determine strategies that allow the development of gastronomic management that influences consumer decisions in the Manta canton. The research methodology was based on a mixed approach, and the information was obtained through surveys directed to customers who consume in the Zona Rosa of Manta, and interviews with workers and owners of the premises. The citizens of Manta and foreigners who visit the pink zone of Manta were taken into consideration, taking as a sample those who have frequented the selected restaurants, applying tools such as the observation form, the questionnaire and the interviews to collect data on the quality of the service, customer satisfaction and the effectiveness of quality management in the restaurants, on the other hand the results of the investigation revealed that the quality of the service and customer service in the restaurants of the Pink Zone of Manta, were perceived positively by the majority of those surveyed, but they also had a basic knowledge of what quality management in the service was.