Evaluación de la calidad del servicio en los establecimientos gastronómicos de la ciudad de Portoviejo

The objective of the research was to assess the service quality in the gastronomic establishments in Portoviejo city. In the first phase, a diagnosis of these establishments was carried out. The main economic activities in the sector are the trade of textiles and tourism, determining that the establishments have deficiencies in both infrastructure and equipment. In the second phase, the perceived service quality by customers was evaluated through a survey based on the SERVQUAL model. This assessment identified a series of key deficiencies in critical areas such as physical appearance, reliability in orders, and personalized attention. Finally, in the third phase, a quality manual was designed for the continuous improvement of customer service, focusing on the detected deficiencies from the results obtained in the surveys. Additionally, a checklist was developed with proposed guidelines to enhance the quality of service offered to customers. It is concluded that it is necessary to implement improvements in various aspects of the service provided by the evaluated restaurants to enhance the quality of the experience offered to their customers.

• Main Author: Macías Pinargote, María Nicolle (author)
• Other Authors: Solórzano Vera, Judith Adriana (author)
• Format: bachelorThesis
• Language: spa
• Published: 2024
• Subjects: Evaluación de calidad; Establecimientos gastronómicos; Calidad de servicio; Manual de calidad; Mejora continua
• Online Access: http://repositorio.espam.edu.ec/handle/42000/2365