Propuesta para la creación de un programa de certificación en experiencia de servicio al cliente. Caso: Restaurantes en la ciudad de Loja

Abstract

Abstract: The Restaurant Customer Service Experience Certification Program of the city of Loja is an opportunity that is developed as a strategy of differentiation for establishments, in the market that is so saturated in the food and beverage sector. For this research, a quantitative and qualitative methodology was carried out to perform the different analyzes of the external environment, such as Pestel and the five forces Porter's competitive strategies, interviews were conducted with administrators to validate problems and prototype that enriched the innovation and finally the Canvas business model for structure the project. This certification offers a series of training and evaluations that are will be developed through a software application that organizes the process in a way methodical and systematic to develop the process efficiently and measure progress and the improvements of the establishment to be certified. As a result of the project, it is concluded that this type of program will help improve service standards and protocols, reflected in an increase in sales that They benefit the restaurants and tourism of the city of Loja.