Analisis y propuesta de mejoramiento en la calidad de los servicios de restauracion en el malecon de Puerto Bolivar.

Abstract

The sector of Puerto Bolivar is located in the canton of Machala, it has characteristics that make it a very important and influential sector for the gastronomic sector of the province. In order to evaluate the perspective in relation to the food and beverage service, it was proposed to perform a quality analysis. For this purpose, it was necessary to evaluate the perception of consumers through the DINERSERV model, which contains 5 dimensions that allow us to evaluate customer satisfaction. The methodology used had a mixed approach, we used the qualitative and quantitative method; through these surveys were applied, which had a sampling of 284 people, the same that was made up of local and national tourists in the period from January to February. Once the data was analyzed, it became evident that there are shortcomings in the services, especially in the dimensions of responsiveness and security, variables that compromise the level of quality is low. This is why, through this research work, a proposal was made with its respective strategies and actions to guarantee the improvement of the service.