Medición de la calidad percibida del servicio ofertado por el restaurante Casa Lojana Como factor clave para la mejora continua, año 2021

Abstract

Abstract: The purpose of this research is to develop an analysis of the quality of the service offered by the Casa lojana restaurant. The methodology for this research was of a mixed nature, since both qualitative and quantitative methods were used, these approachesserved as a guide for the choice of tools for both data collection and analysis, these tools were: the survey, the SWOT matrix, the SWOT matrix and the Ishikawa cause and effect diagram. Consequently, with the results obtained after the implementation of a survey directed to the customers attending the restaurant, it was possible to identify the different areas that presented shortcomings, among which are aspects such as: kitchenware, speed and efficiency of the service, aspect of the preparations and the organization of the personnel. In response to the different shortcomings found, an improvement plan was structured and proposed, covering different short-, medium-and long-term strategies so that, if properly implemented, the problems identified could be solved.