Análisis de la influencia de la calidad del servicio en la satisfacción de los clientes de la industria de restaurantes
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Fecha
2024
Autores
Cuadros Miranda, Rossana
González Rangel, Andrea Carolina
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
La calidad del servicio influye en factores críticos que afectan la excelencia operativa. El objetivo es identificar los aspectos más importantes para los clientes y su impacto en su satisfacción general. Su enfoque es cualitativo con análisis documental, permitiendo un análisis de las experiencias, opiniones y sentimientos de los clientes respecto al servicio recibido en restaurantes. Los hallazgos revelan que los aspectos tangibles del servicio, como el ambiente, la presentación del restaurante, la comida, el personal, la limpieza y la comodidad del espacio, juegan un papel crucial en la percepción de los clientes. Estos atributos impactan significativamente en la satisfacción del cliente, la percepción de la marca y la lealtad. Se identificaron los modelos SERVQUAL y SERVPERF como los más utilizados para medir la calidad del servicio, con adaptaciones específicas para restaurantes, incluyendo DINESERV, TANGSERV, DINEX, DINESCAPE y
EMCASE. Estos modelos destacan la importancia de los aspectos tangibles como determinantes clave de la satisfacción del cliente. El estudio concluye que proporcionar un servicio de alta calidad en todos los aspectos tangibles es esencial para lograr la satisfacción del cliente y fomentar la lealtad.
Service quality influences critical factors affecting operational excellence. The objective is to identify the most important aspects for customers and their impact on overall satisfaction. The approach is qualitative with documentary analysis, allowing an in-depth examination of customers' experiences, opinions, and feelings about the service received in restaurants. The findings reveal that tangible aspects of the service, such as ambiance, restaurant presentation, food, staff, cleanliness, and space comfort, play a crucial role in customer perception. These attributes significantly impact customer satisfaction, brand perception, and loyalty. SERVQUAL and SERVPERF models are identified as the most used for measuring service quality, with specific adaptations for restaurants, including DINESERV, TANGSERV, DINEX, DINESCAPE, and EMCASE. These models highlight the importance of tangible aspects as key determinants of customer satisfaction. The study concludes that providing high-quality service in all tangible aspects is essential to achieving customer satisfaction and fostering loyalty
Service quality influences critical factors affecting operational excellence. The objective is to identify the most important aspects for customers and their impact on overall satisfaction. The approach is qualitative with documentary analysis, allowing an in-depth examination of customers' experiences, opinions, and feelings about the service received in restaurants. The findings reveal that tangible aspects of the service, such as ambiance, restaurant presentation, food, staff, cleanliness, and space comfort, play a crucial role in customer perception. These attributes significantly impact customer satisfaction, brand perception, and loyalty. SERVQUAL and SERVPERF models are identified as the most used for measuring service quality, with specific adaptations for restaurants, including DINESERV, TANGSERV, DINEX, DINESCAPE, and EMCASE. These models highlight the importance of tangible aspects as key determinants of customer satisfaction. The study concludes that providing high-quality service in all tangible aspects is essential to achieving customer satisfaction and fostering loyalty
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Palabras clave
Calidad del servicio, Satisfacción, Restaurantes, Modelos de evaluación, Tangibles
