Estudio de los factores de servicio de la empresa Memos Fast Food en la ciudad de Machala.

Abstract

Organizations or service companies today, prioritize the quality of their service, considering as main objective the greatest satisfaction of consumers or customers, representing this as one of the most important factors of quality of service. For this reason the Study of the Service Factors of the Company "Memos Fast Food" was carried out in the city of Machala. The study considered the problem of lack of customer service in some fast food establishments in the city. The objective of the research and "Memos Fast Food" is to achieve quality in customer service, and identify and consider the different service factors that affect the success of the company, to measure the quality of the service that is currently offering to his clients. In order to carry out this evaluation or measurement, the SERVQUAL service quality measurement model was applied, allowing, quantitatively, and through surveys based on an observation matrix, to identify the level of quality of service received by Memos Fast Food customers, in the different elements, as they are; tangible, reliability, responsiveness, security and empathy. Having as a result that the different types of customers of Memos Fast Food, find at the moment acceptable the services provided by the administrators and collaborators, thus advancing to achieve the quality in the service to their clients satisfying their diverse needs and orders.