Análisis para la mejora de la calidad del servicio del restaurante La Casa Blanca de la comuna Montañita provincia de Santa Elena. Año 2015
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2016-01-09
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Universidad de Guayaquil. Facultad de Comunicación Social. Carrera de Turismo y Hotelería.
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La buena percepción de los turistas es una de las manifestaciones más importantes del éxito en esta actividad económica, por ello se llevó a cabo este trabajo de titulación con el objetivo de “analizar la atención al cliente en el Restaurante "La Casa Blanca" de la Comuna Montañita Provincia de Santa Elena, durante el año 2015, para mejorar la calidad del servicio, a través de la aplicación de la escala SERVQUAL”; para el efecto se tomó como referencia la metodología deductiva, descriptiva y cuantitativa, con uso de la técnica de la encuesta aplicada a los usuarios y la entrevista aplicada al propietario del Restaurante, observándose como resultados más relevantes que entre el 70 y el 80% de turistas nacionales y extranjeros percibieron la infraestructura del restaurante como atractiva, debido a la buena condición de sus paredes y pisos, así como al óptimo aseo e higiene de sus instalaciones, sin embargo, alrededor del 74% no se sintió satisfecho con la atención recibida por parte del personal, al cual lo consideraron como poco atentos y comunicativos, además que el servicio fue calificado como lento, los cuales fueron los principales problemas identificados, cuyas causas se debieron a la limitada capacitación del personal, que tampoco ha recibido el estímulo necesario por parte de los directivos para mejorar su desempeño, por esta razón se planteó en primer lugar realizar la medición de la satisfacción del cliente con base en la escala SERVQUAL, para luego, con esa base apoyar la toma de decisiones óptima que conduzca a planificar la capacitación y a dotar de un programa motivacional que permita a los trabajadores a coordinar su trabajo de manera eficiente, a incentivarse y a preocuparse más por los turistas, para mejorar continuamente la calidad del servicio en el establecimiento donde se efectuó el estudio.
The good perception of tourists is one of the most important manifestations of success in this economic activity, why it was conducted titling this work in order to "analyze the customer at the restaurant" White House "of the Commune Montañita Province of Santa Elena, in 2015, to improve service quality through the application of the SERVQUAL scale "; to the effect was taken as reference deductive, descriptive and quantitative methodology, using the technique of the survey of users and applied the interview the owner of the restaurant, showing the most relevant results that between 70% and 80% domestic and foreign tourists perceived the infrastructure of the restaurant as attractive because of the good condition of the walls and floors as well as the optimum cleanliness and hygiene of their facilities, however, about 74% were not satisfied with the care provided by personnel, whom they saw as little attentive and communicative, plus the service was rated as slow, which were the main problems identified, the causes were due to the limited training of staff, who has not received the necessary stimulus from managers to improve their performance, for this reason, first he raised the measurement of customer satisfaction based on the SERVQUAL scale, then, on that basis to support decision-making that leads to optimal training plan and provide a motivational program that allows workers to coordinate their work efficiently, to be encouraged and more concerned about tourists, to continuously improve the quality of service in the establishment where the study was conducted.
The good perception of tourists is one of the most important manifestations of success in this economic activity, why it was conducted titling this work in order to "analyze the customer at the restaurant" White House "of the Commune Montañita Province of Santa Elena, in 2015, to improve service quality through the application of the SERVQUAL scale "; to the effect was taken as reference deductive, descriptive and quantitative methodology, using the technique of the survey of users and applied the interview the owner of the restaurant, showing the most relevant results that between 70% and 80% domestic and foreign tourists perceived the infrastructure of the restaurant as attractive because of the good condition of the walls and floors as well as the optimum cleanliness and hygiene of their facilities, however, about 74% were not satisfied with the care provided by personnel, whom they saw as little attentive and communicative, plus the service was rated as slow, which were the main problems identified, the causes were due to the limited training of staff, who has not received the necessary stimulus from managers to improve their performance, for this reason, first he raised the measurement of customer satisfaction based on the SERVQUAL scale, then, on that basis to support decision-making that leads to optimal training plan and provide a motivational program that allows workers to coordinate their work efficiently, to be encouraged and more concerned about tourists, to continuously improve the quality of service in the establishment where the study was conducted.
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CALIDAD, SERVICIO, ATENCION, CLIENTE, TURISTA