La calidad del servicio en el restaurante Chili's de la ciudad de Daule, mediante el método Servqual en el año 2019

Abstract

Abstract:The purpose of this study is to analyze the quality of service of the Chili's restaurant in the city of Daule using the Servqual method in 2019. The objective is derived from a problem in the process of attending to users who go to the facilities of the entity in this sector, causing complaints in this regard. For a better understanding of the variables involved in this phenomenon, a theoretical examination is made on the Servqual method, quality management and customers. Subsequently, the methodology that is based on a descriptive ideology with a quantitative approach that defines the situation of the company by executing the data collection tool is detailed, allowing to know the expectation and satisfaction of consumers. In this aspect, dissatisfaction is obtained in the analysis of results from lack of personalization at the time of being attended, delay in the process, among other inconveniences in management. Based on this, an improvement plan is structured that details strategies according to each weakness, allowing to conclude that through these measures, better satisfaction will be generated as expected benefits, greater recommendation from current customers to attract new customers and optimal loyalty as a consequence. of the good care provided.