Propuesta de gestión por procesos para la atención al cliente en la Parrillada Che Luis en Santo Domingo de los Colorados, año 2015

Abstract

The context of this research shows the importance of management for the customer in “Parrilladas Che Luis”, this establishment is one of the food service business in grilled meats most recognized in “Santo Domingo de los Tsáchilas”, but despite this organization has a great popularity, it shows a drop in service because of unprepared staff to serve a costumer and meet their needs, this is the main reason because this research has been developed as it lets people know which the perspective about the service that they are going to receive is, and about the real benefits that customers get from the company. This measurement was performed on “Servqual” model to try to identify weaknesses, in five aspects, of institutions that provide services which their main source of attracting customers is attention. The final aim of the thesis is to provide, to these institutions, a manual process management for the customer that allows them possessing a guide or pattern for the employees that collaborate in the development of “Parrilladas Che Luis“.