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Evaluation and improvement process in quality of service: case studies of restaurants in Manabí
Proceso de evaluación y mejora en la calidad del servicio: caso de estudio restaurantes en Manabí
DOI:
https://doi.org/10.15446/dyna.v91n232.112813Keywords:
Servqual model; quality of services; restaurants, time study (en)modelo Servqual; calidad de los servicios; restaurantes; estudio de tiempos (es)
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The objective of this research is to evaluate the quality of restaurant services of Manabí, a local offer of Ecuador; as a basis for systematic improvement. Through a descriptive, non-experimental and cross-sectional study; Difference 5 of the Servqual Model was contextualized, adding the aspects of convenience of schedules, attractiveness and understanding of the menu, value for money; among others; which integrated with improvement tools through time study, constitutes the main contribution of the study. Its application in two Manabí restaurants allowed the validation of the usefulness of the proposed instrument for the evaluation and improvement of the quality of restaurants in the Manabí context. In the case of a traditional restaurant, a reduction in service times was achieved by determining effective service standards during peak hours; In the modern one, the need for differentiation strategies based on age is established.
El objetivo de esta investigación es evaluar la calidad de los servicios en la restauración manabita, autóctona oferta del Ecuador; como base para la mejora sistemática. Mediante un estudio descriptivo, no experimental y transversal; se contextualizó la diferencia 5 del Modelo Servqual, añadiendo los aspectos de conveniencia de horarios, atractivo y comprensión de la carta-menú, relación calidad-precio; entre otros; lo que, integrado con herramientas de mejora mediante el estudio de tiempos, constituye el aporte principal del estudio. La aplicación en dos restaurantes manabitas permitió la validación de la utilidad del instrumento propuesto para la evaluación y mejora de la calidad de la restauración en el contexto manabita. En el caso de un restaurante tradicional se logró la disminución de los tiempos de atención por la determinación de normas de servicio efectivas en horarios pico; en el moderno se establece la necesidad de estrategias de diferenciación en torno a la edad.
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