Medición de la calidad percibida del servicio ofertado por el Bar – Restaurante “Café Prado” como factor clave para la mejora continua. Año 2015

Abstract

The present work was carried out in the restaurant bar "Café Prado", located in Madrid-Spain in the Prado Museum, with the fundamental objective of evaluating and improving the perceived quality by proposing a plan of improvements, in order to optimize in The highest possible degree. This research proposes to determine how customer service influences or directly affects customer satisfaction, and at the same time in progress and growth of a business evaluating from all possible perspectives ranging from the tangible to the degree of trust that gives the customer This restaurant will use the measurement tool called the SERVQUAL with different questions to different customers chosen at random, and based on the results given by this, will create the improvement plan in order to optimize to the greatest extent possible , And thus provide the customer with added value, all this in order to increase satisfaction in them and help the bar restaurant "Café Prado" to increase its number of customers as their sales