ANÁLISIS DE LA CALIDAD DE LOS SERVICIOS DEL ÁREA DE RESTAURACIÓN EN EL PARADERO TURÍSTICO DEL CANTÓN MONTALVO, PROVINCIA DE LOS RÍOS. CASO: RESTAURANTE ALEXANDRA
Fecha
2017-01
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UNIVERSIDAD DE GUAYAQUIL
Resumen
Este proyecto se fundamenta en un análisis de la atención al cliente del
paradero turístico del cantón Montalvo debido a que existe deficiencia en dicho
servicio, teniendo como objetivo conocer cuáles son las falencias con respecto a la
atención al cliente, y mediante estrategias poder mejorar. En este trabajo se explica
un marco teórico proporcionando al lector un mejor entendimiento referente al tema
que se va a tratar. Dentro de la metodología se realizó encuestas a los clientes, con
el fin de comprobar el grado de satisfacción al momento de recibir el servicio, como
son atendidos, el sabor del plato, limpieza, estado de infraestructura, entre otros
puntos importantes, las mismas que ayudaron a comprobar cuáles eran las falencias
dentro del restaurante.
Se realizó un plan de acción para la mejora de la atención al cliente,
buscando con esto mejorar la eficiencia y eficacia, brindar conocimientos, contar con
un personal altamente capacitados para cumplir con todas las expectativas del
cliente que se deben realizar para alcanzar un servicio de excelencia, y varios
puntos de mejora como principal la atención e infraestructura, además de realizar
promoción mediante redes sociales, el atuendo para el personal y un logo que
identifique a los mismos; incluyendo en este, un plan de capacitación acerca de la
atención al cliente al personal. El presupuesto que se invertirá en dicho plan de
acción el mismo que será otorgado por el propietario del restaurante, quien está
consciente que es un beneficio para su negocio, por este motivo no lo ve como un
gasto, sino una inversión.
This project is based on an analysis of the customer of the Montalvo whereabouts tourist canton because there is deficiency in the service, aiming to know what the weaknesses are with respect to the customer, and with strategies to improve. This paper presents a theoretical framework explained providing the reader with a better understanding about the subject to be treated. Within the methodology survey was carried out to customers, in order to check the degree of satisfaction at the time of the service, as they are served, the taste of the dish, cleaning, state of infrastructure, among other points, the same as They helped see the flaws which were inside the restaurant. An action plan to improve customer service, seeking thereby improve efficiency and effectiveness, providing knowledge, have a highly trained staff to meet all customer expectations to be performed to reach a service was performed excellence, and several areas for improvement as the main care and infrastructure, in addition to promotion through social networking, dress for the staff and a logo that identifies them; including in this, a training program on customer service staff. The budget will be invested in this action plan will be the same as given by the restaurant owner, who is aware that it is a benefit to your business, which is why you do not see it as an expense, but an investment.
This project is based on an analysis of the customer of the Montalvo whereabouts tourist canton because there is deficiency in the service, aiming to know what the weaknesses are with respect to the customer, and with strategies to improve. This paper presents a theoretical framework explained providing the reader with a better understanding about the subject to be treated. Within the methodology survey was carried out to customers, in order to check the degree of satisfaction at the time of the service, as they are served, the taste of the dish, cleaning, state of infrastructure, among other points, the same as They helped see the flaws which were inside the restaurant. An action plan to improve customer service, seeking thereby improve efficiency and effectiveness, providing knowledge, have a highly trained staff to meet all customer expectations to be performed to reach a service was performed excellence, and several areas for improvement as the main care and infrastructure, in addition to promotion through social networking, dress for the staff and a logo that identifies them; including in this, a training program on customer service staff. The budget will be invested in this action plan will be the same as given by the restaurant owner, who is aware that it is a benefit to your business, which is why you do not see it as an expense, but an investment.
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Palabras clave
ANÁLISIS, CALIDAD, SERVICIO, RESTAURANTE, PARADERO TURÍSTICO
Citación
APA