Análisis de la calidad del servicio en el establecimiento de restauración de segunda categoría Shamuico Espai Gastronomic del cantón Saraguro, provincia de Loja

The present work entitled "Analysis of the quality of the service in the establishment of restoration of second category Shamuico Espai Gastronomic of the canton Saraguro, province of Loja" had as general objective: To analyze the quality of the service in the establishment of restoration of second category Shamuico Espai Gastronomic of the Saraguro canton, province of Loja, three specific objectives were set: Diagnose the current situation of the Shamuico Espai Gastronomic second category restaurant establishment of the Saraguro canton, Loja province; evaluate the quality of service in the Shamuico Espai Gastronomic second-class restaurant establishment in the Saraguro canton, province of Loja and Propose strategies to improve the quality of service in the Shamuico Espai Gastronomic second-class restaurant establishment in the Saraguro canton, province of Loja. For the development of the first objective, a diagnostic matrix was created based on the MINTUR methodology, an interview was conducted with the owner manager and one of the restaurant workers; for the second objective, the SERVQUAL model was obtained to analyze the expectations and perceptions of the clients; for the third objective, a crossed SWOT was carried out, the same one that was assigned to obtain improvement strategies for the restaurant. The main results of the work carried out were that the restaurant complies with 75% of what is established in the MINTUR diagnostic matrix; the SERVQUAL model decreases that customers choose the restaurant by recommendation and the variety of dishes it offers. It is concluded that within the restaurant it has a rating for expectations of 4 and 5 and for perceptions 3 or 4 through the LIKERT scale. As a recommendation, the restaurant manager was asked to implement access for people with disabilities in the facilities and improve security in the restaurant.

• 1. autor: Narváez Ochoa, Ramiro Andrés (author)
• Format: bachelorThesis
• Język: spa
• Wydane: 2023
• Hasła przedmiotowe: <ADMINISTRACION TURISTICA>; <RESTAURACION>; <SARAGURO>; <TURISMO>
• Dostęp online: https://dspace.unl.edu.ec/jspui/handle/123456789/26198