Medición de la calidad percibida del servicio ofertado por el “Nuevo Restaurante” como factor clave para la mejora continua año 2016

Abstract

This research has the purpose of implementing improvement strategies in the service offered by Nuevo Restaurante. As an introduction we present a description of what a restaurant is, types of restaurants and other characteristics, also what is customer service and attention, different types of customers, and the importance of customer loyalty. It also presents the information of Nuevo Restaurante and each one of its areas, its structure and the menu that is offered. In order to define its current situation, a number of clients were surveyed through fieldwork, in order to obtain their opinions and have a real answer that allows to determine the areas that need improvement. Through a SWOT analysis, it was possible to identify the necessary points to prepare the improvement plan. In addition, two Manuals for staff were prepared, one is a Reception Manual and the other is a Manual of Procedures that will contribute to an excellent management of the processes within Nuevo Restaurante