Publicado

2017-01-01

Escala mexicana de calidad en el servicio en restaurantes (EMCASER)

EMCASER: MEXICAN SCALE FOR MEASURING SERVICE QUALITY IN RESTAURANTS

EMCASER: ESCALA MEXICANA DE QUALIDADE NO SERVIÇO EM RESTAURANTES

DOI:

https://doi.org/10.15446/innovar.v26n63.60665

Palabras clave:

Calidad en el servicio, desempeño en el servicio, restaurantes, atributos tangibles, atributos intangibles, satisfacción, México. (es)
Service quality, service performance, restaurants, tangible attributes, intangible attributes, satisfaction, Mexico (en)
Qualidade no serviço, desempenho no serviço, restaurantes, atributos tangíveis, atributos intangíveis, satisfação, México (pt)

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En el presente artículo se describe el desarrollo de una escala para medir la calidad en el servicio en restaurantes en México. El objetivo es ofrecer una escala redactada en español para medir calidad en el servicio en restaurantes de servicio a mesa, que se ha denominado Escala mexicana de calidad en el servicio en restaurantes (EMCASER). Se realiza una revisión del concepto de calidad en el servicio, su medición en general y su medición específicamente en restaurantes, explicando cómo se realizó la detección inicial de atributos y dimensiones mediante un estudio exploratorio. Posteriormente, se exponen los resultados de diversas pruebas empíricas a través de las cuales se fue corrigiendo la escala y con las que se fueron mejorando indicadores de confianza y validez. Finalmente, se comparten los reactivos de esta escala ofreciéndolos abiertamente para su uso en estudios posteriores. En este trabajo, además, se examina el efecto de las dimensiones resultantes del instrumento sobre la opinión general, satisfacción e intención de recomendar. Una aportación importante de esta escala radica en que se basa en una detección amplia de atributos particularmente detectados en este sector, en lugar de partir de las dimensiones genéricas del instrumento de medición de calidad en el servicio más citado en la literatura: SERVQUAL.

This paper describes the development of a scale for measuring service quality in restaurants in Mexico. The objective is to enable a scale in Spanish language for measuring service quality in sit-down restaurants; this has been named Mexican Scale for Measuring Service Quality in Restaurants (EMCASER in Spanish). A review of the quality service construct is performed, with a review of the methods for its general measurement and its specific measurement for restaurants. The initial detection of attributes and dimensions was undergone through an exploratory study. The results of various empirical trials that made possible to adjust the scale and improve its reliability and validity are exposed as well. As a result, the reagents of this scale are presented for being used in forthcoming research studies. This work additionally analyses the effect of the resulting dimensions of the instrument about general opinion, satisfaction and intention to recommend. A special contribution of this scale lies in its broad detection of attributes that are specific of the restaurants sector, and not just of the regular dimensions in the instrument for measuring service quality that is most cited in literature: SERVQUAL.
No presente artigo, descreve-se o desenvolvimento de uma escala para medir a qualidade no serviço em restaurantes no México. O objetivo é oferecer uma escala redigida em espanhol para medir qualidade no serviço em restaurantes de serviço à mesa, que se denominou Escala Mexicana de Qualidade no Serviço em Restaurantes (EMCASER, por sua sigla em espanhol). Realiza-se uma revisão do conceito de qualidade no serviço, sua medição em geral e sua medição especificamente em restaurantes, explicando como se realizou a detecção inicial de atributos e dimensões mediante um estudo exploratório. Posteriormente, expõem-se os resultados de diversas provas empíricas por meio das quais se foi corrigindo a escala e com as quais se foram melhorando indicadores de confiança e validade. Finalmente, compartilham-se os reativos dessa escala oferecendo-os abertamente para seu uso em estudos posteriores. Além disso, examina-se o efeito das dimensões resultantes do instrumento sobre a opinião geral, satisfação e intenção de recomendar. Uma contribuição importante dessa escala está em que se baseia numa detecção ampla de atributos particularmente detectados nesse setor, em lugar de partir das dimensões genéricas do instrumento de medição de qualidade no serviço mais citado na literatura: servqual.

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Cómo citar

Vera, J., & Trujillo León, A. (2017). Escala mexicana de calidad en el servicio en restaurantes (EMCASER). Innovar, 27(63), 43-60. https://doi.org/10.15446/innovar.v26n63.60665

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