La calidad del servicio y atención al cliente de los establecimientos de galerías del Sol en la ciudad de Machala.

Abstract

For an improvement in the quality of service and customer service it is of great importance to discover the mistakes that are usually made that the professionals and managers of the establishments do not take into account. The best way to discover it is to consult the client, who has the final verdict on whether an establishment offers excellence in terms of quality and attention. In this area the present study entitled: THE QUALITY OF SERVICE AND CUSTOMER SERVICE IN GALERIAS DEL SOL ESTABLISHMENTS IN THE CITY OF MACHALA, aims to improve quality and customer service in the different establishments of Galeries of Sun through training for collaborators and managers in order to obtain an optimal service by and for customers, It is worth mentioning that it is the key point of a local. This work will be of great importance because it will contribute to the evolution of the establishments of Galeries of Sun in the service and customer service with the proposals that will be detailed in the document. The research will develop the descriptive method that will help to select the fundamental characteristics of the object of study. The objective of the research is to discover the quality of service presented by the restaurants of Galeries del Sol in the city of Machala, and especially the implementation of market strategies that were innovative to have obtained its current demand. There are different themes in the restaurants of Galerías de Sol, such as: El Patrón Mexican Food; which represents the category Tex-Mex, Al Brujo; dedicated to Peruvian food; Canton Chino; which covers Chinese gastronomy. It should be emphasized that there is an establishment that is not related to the restoration, but of service of artisanal drinksI mean Camino de Sol. These restaurants are considered for upper-middle and upper-middle class customers because of their cuisine that differentiates between the other establishments in the city of Machala. This project will be carried out through an objective research process, the results of which are presented in this document structured in the following sections: The research work presents results defined by the conclusions themselves that were developed in direct relation to the objectives and the presentation of recommendations. At the end of this document the bibliographic references will be presented together with the annexes that support the conduct of the research. The results of this work yield a series of unpublished evaluations both for the quality of the service and for the satisfaction of the customer in the area "Galerías del Sol" of the city of Machala, which are a baseline as measurable indicators of quality and improvement for the restaurant industry. In this investigation it can be concluded that, in the restaurant industry, especially its quality in service is well evaluated, since, at the time of making an inferential analysis of the perceptions generated by diners, it was found that the variable related quality in the service, is in high standards thanks to the help of the evaluation methodology. The study determines that there are significant differences between the averages perceived by diners, between the different specialties of restaurants. In terms of organizational improvement, the restaurants of the specialty of international food, should pay great attention to dimensions such as facilities, accessibility and atmosphere given the minimum valuations, which at the same time expresses an area of opportunity and development to consolidate the concept of business in restaurants, and at the same time, to better and continuously satisfy diners.