Medición de la calidad del servicio de la discoteca La Boom en el cantón Santa Rosa.

Abstract

The main objective is to analyze the quality of the service to identify the shortcomings of “THE BOOM” discotheque in the city of Santa Rosa. The research presents a qualitative and quantitative character, where the methodology is based on the analysis of documented information and using the SERVQUAL model evaluating the dimensions related to the service, where questions addressed to customers were raised, in the same way we proceed to the conducting interviews with employees, in order to determine the motivational status and how it affects the final provision of the service. The results show that the company has three-dimensional flaws as tangible elements, reliability and security, which affects the promise of the service. Based on the findings, corrective actions are proposed for the improvement of the service, contributing to enhance the company's image with customers.