La calidad de servicio y atención al cliente en el establecimiento bar de primera Skuisyto, en la ciudad de Machala.

Abstract

For a better quality of service and customer care, it is sought to discover the mistakes that are usually made by the work staff which are assisted by professionals, to discover the scale of quality of service and attention, customers should be consulted who visit this establishment as they decide the excellence in quality and service that this bar offers. The purpose of this study is to improve quality and customer service in the first-class bar establishment Skuisyto through training for managers and collaborators in order to provide good customer service. This work will be of great importance because it will help in the promotion and dissemination of the first-class bar establishment Skuisyto and will also contribute in some way to the economy of the sector. By carrying out this research, the descriptive method will be developed which will help to choose all the fundamental characteristics of the object of study. The main objective of the research is to improve the quality of service and customer service in the establishment of Bar "Skuisyto" in the city of Machala, through training and talks to the owners and collaborators. In the Machala canton there are several first-class bar establishments that offer the public drinks that represent good profitability in the market, thus providing goods and services appropriate to consumer demand, these bars offer the public; quality services and customer service, music and videos with giant screens, karaoke, events, live shows, etc. On the other hand, this project will have an objective research process, the results of which will be presented through this document structured in sections such as; The research presents results defined by the conclusions made in direct relation to the objectives of the project and their respective recommendations. At the end of the document, the bibliographic references for carrying out the project will be established together with the annexes. This project is related to the quality of service and customer service studies in the Bar Skuisyto establishment in “Oro Plaza” in the city of Machala. This research has not been done before and therefore there is no direct background to support our project. Given this, all the information that will be collected will allow showing the progress of the service provided by this establishment for the client's needs. On the other hand, you want to discover what the customer's demands are to strengthen this Bar establishment, through training and talks to the owner or manager of the premises. Finally, this research work will focus on the services provided by these establishments so that customers regularly visit the premises. The quality of service and customer care in Bar establishments has constantly improved over the years, even so in some establishments there is a lack of knowledge on the part of the owner and collaborator, that is why this may cause the premises not meet the expectations and needs of the client, for this reason the present proposal entitled: "Improvement in the quality of service and customer care in the Bar Skuisyto establishment, in the city of Machala in the current health crisis" For this research, objectives that will be developed in the short term will be proposed, for which its main function is to create a guide of quality of service and customer care for current and future bar businesses in the city of Machala.