Calidad del servicio en los restaurantes que ofrecen gastronomia tipica del canton Piñas.

Abstract

This research work is focused on analyzing the quality of service in restaurants that offer typical gastronomy in the Piñas canton, this is intended to be done in order to know those factors that significantly impact the customer experience and propose a management model of procedures and best practices for the providers of this service to meet consumer needs, improve service in the restaurant sector, attract more customers and retain the ones they have. Currently, the food and beverage sector is in constant growth, which reflects the fact that consumers are willing to spend more and more money expecting a quality service, however, some restaurants are neglecting the management of their operations, thus providing an inefficient service. Based on this, the five dimensions of the SERVQUAL model are used to measure the quality of the restaurants that, according to information obtained from the cantonal municipal cadastre, are classified as one and two forks.