Calidad del servicio y satisfacción del cliente en establecimientos de alimentos y bebidas del cantón Alausí

Alausí canton belonging to the Province of Chimborazo is a place full of cultural as well as natural wonders, landscapes of a unique greenery. Pass the train Ecuador, one of the most representative attractions of Ecuador that attracts national and international tourists with its unique cuisine and culture in the world, has a wide variety of structures, the vast majority with very good tourist facilities to provide a stay and exceptional experience to visitors making them unforgettable; Through this research project, one of the biggest problems that the Alausí canton has analyzed is made known, through the canton's tourism unit which is verified in the quality of the service, leading to customer dissatisfaction, based on the following instruments: such as the problem tree, operationalization and consistency matrices, analyzing the variables, dimensions and concepts, which have a great influence on work and customer satisfaction; Its objective is to analyze, first of all, the food and beverage establishments that the canton offer represents and the clients that make use of properly registered food and beverage services. It is structured in four chapters: problem statement, theoretical framework, methodology, results and discussion properly developed each, in the proposal we will find the possible solution for customer dissatisfaction through a process plan applied to the GAD of the canton serving as the basis for establishing a quality service.

• Main Author: Rivera Heredia, Patricio Andrés (author)
• Format: bachelorThesis
• Language: spa
• Published: 2019
• Subjects: Insatisfacción; cliente; satisfacción; Iservicio
• Online Access: http://dspace.unach.edu.ec/handle/51000/6125