Periódico: Revista Internacional de Turismo y Empresa
Fonte: INTERNATIONAL JOURNAL OF TOURISM, BUSINESS AND TERRITORY; Vol. 7 No. 1 (2023); 174-188
Palavras-chave:
Resumo: The gastronomic establishments of the city of Bahía de Caráquez, have a varied gastronomic offer, with typical national and international dishes with local products. However, there is evidence of poor management in customer service processes that cause various disagreements such as delay in customer service, confusion of waiters, excessive workload, problems derived from the lack of knowledge of processes and procedures that lead to total customer satisfaction in terms of service quality. For which, a descriptive quantitative research was carried out, with a simple random non-probabilistic sampling. An adaptation of the DINESERV instrument was used, which allows measuring the client's perception. The instrument was applied to third category restaurants, where five dimensions were analyzed: tangible aspects, reliability, responsiveness, guarantee provided and empathy. According to the results obtained, it is denoted that the clients are somewhat satisfied with the quality of the service, from 80.3% to 93.4% stated that they somewhat agree to totally agree regarding the quality of the service. However, there is a lower percentage that shows that a total quality of service is not met. Hence the importance of proposing a quality management system that allows managing the planning, operation and control processes of the Customer Service area of gastronomic establishments in the city of Bahía de Caráquez
Keywords: Customer service, Gastronomic Establishments, Restaurant, Satisfaction.
