EVALUACIÓN DE LA CALIDAD DEL SERVICIO DE A & B EN LA HACIENDA TURÍSTICA “MUNDO SAN RAFAEL” PARA CONTRIBUIR CON MEJORAS EN EL SERVICIO BRINDADO AL CLIENTE.
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Fecha
2017-03
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UNIVERSIDAD DE GUAYAQUIL
Resumen
La presente investigación se realizó con el fin de diagnosticar la calidad del
servicio de alimentos y bebidas que se ofrece a los visitantes en el restaurante de la
hacienda turística “Mundo San Rafael”; tomando como punto de partida el tema de
atención al cliente y todo lo que abarca el mismo dentro de una empresa turística,
siendo los visitantes los que perciban un importante cambio en cuanto al servicio que
están recibiendo por parte de los empleados de dicho sitio.
La importancia de brindar un excelente servicio al cliente y lograr fidelizarlos
impulsa a la búsqueda de falencias o aspectos negativos realizando una evaluación
en la que se emplean métodos y técnicas que permitan identificarlos para poner más
énfasis en el plan de capacitación enfocado en el problema, contando con la
colaboración de entidades privadas y de los propietarios logrando convenios que
beneficien al personal y a los visitantes.
Para desarrollar esta investigación se han seguido los lineamientos
correspondientes para el soporte de la misma reforzándola en base al cuestionario
SERVQUAL para medir el nivel de satisfacción del cliente en cuanto al servicio, la
entrevista y la observación directa justificando su importancia y aporte como fuente o
guía de futuras investigaciones.
The present investigation was carried out in order to diagnose the quality of the food and beverage service offered to visitors in the restaurant of the tourist resort “Mundo San Rafael”; taking as a starting point the subject of customer service and everything that covers the same within a tourist company, being the visitors who perceive an important change in the service that they are receiving on the part of the employees of that site. The importance of providing excellent customer service and achieving loyalty drives the search for failures or negative aspects by conducting an evaluation in which methods and techniques are used to identify them to put more emphasis on the training plan focused on the problem, counting on the collaboration of private entities and of the owners obtaining agreements that benefit the personnel and the visitors. To develop this research, the corresponding guidelines have been followed for the support of the same reinforcing it based on the SERVQUAL questionnaire to measure the level of customer satisfaction in terms of service, the interview and the direct observation justifying its importance and contribution as source or guide of future investigations.
The present investigation was carried out in order to diagnose the quality of the food and beverage service offered to visitors in the restaurant of the tourist resort “Mundo San Rafael”; taking as a starting point the subject of customer service and everything that covers the same within a tourist company, being the visitors who perceive an important change in the service that they are receiving on the part of the employees of that site. The importance of providing excellent customer service and achieving loyalty drives the search for failures or negative aspects by conducting an evaluation in which methods and techniques are used to identify them to put more emphasis on the training plan focused on the problem, counting on the collaboration of private entities and of the owners obtaining agreements that benefit the personnel and the visitors. To develop this research, the corresponding guidelines have been followed for the support of the same reinforcing it based on the SERVQUAL questionnaire to measure the level of customer satisfaction in terms of service, the interview and the direct observation justifying its importance and contribution as source or guide of future investigations.
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Palabras clave
CALIDAD, SERVICIO, ATENCIÓN AL CLIENTE, RESTAURANTE, A & B, PROGRAMA DE CAPACITACIÓN
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APA