Evaluación de la calidad del servicio al cliente aplicado al restaurante Zona Refrescante de la ciudad de Machala.

Abstract

The quality of the service is considered to the degree to which the company manages to meet the customer's created expectations about the perceived service. This study is based on the evaluation of the quality of the service offered by the Zona Refrescante restaurant in the city of Machala with the objective of determining the deficiencies in its tangible and intangible elements submitted to evaluation during the provision of the service. The methodology used is based on an evaluation by means of the direct observation technique applying instruments provided by the Hospitality & Service University and adapted to the Dineserv model created specifically for the evaluation of the food service. The results allowed us to conclude that controlling the service in all its dimensions through periodic evaluations optimizes the deficiencies and allows the improvement in the reputation and image that is expected to be transmitted in the market.