Evaluación de la calidad del servicio de la picantería el Arenal en Puerto Jelí del cantón Santa Rosa.

Abstract

The purpose of this study is to evaluate the quality of the service provided in the picanteria in Puerto Jelí through a field analysis to make possible changes that may make the service a significant element in competition with the other establishments in this place. The methodology used is of a quantitative approach, applying the Dineserv evaluation instrument that is specifically for restaurants and it was carried out through telephone calls to the clients of the place. The results obtained determined that there are greater deficiencies in the dimensions of reliability, security, responsiveness and empathy, later interviews were conducted with the manager and employees to find out the reason for the deficiencies of the personnel where deficiencies were found in the 3 components of the triangle of the service. In internal marketing, irregularities were found in the selection and motivation of staff, in external marketing management has no interest in the welfare of the customer and interactive marketing there is no trust between customer and employee.