Medición de la calidad percibida del servicio ofertado por el bar restaurante Café Prado como factor clave para la mejora continua. Año 2015

Abstract

Abstract: The present work was carried out in the bar restaurant "Café Prado", located in Madrid-Spain within the Museo del Prado, with the fundamental objective of evaluating and improving the quality perceived through the proposal of an improvement plan 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 maximum extent possible, And thus provide the customer with an added value, all this in order to increase satisfaction in them and help the restaurant bar "Café Prado" to increase its number of customers as their sales.