Elaboración de un modelo de evaluación para la calidad del servicio en restaurantes

Abstract

The following propositive study was created with the aim of revealing, validating and evaluating the dimensions and variables for the measurement of service quality in several restaurants in the city of Cuenca. In an initial stage managers, owners, chiefs, and experts in the field were interviewed. Through this qualitative study, several quality variables were found. These variables were grouped in six dimensions, which were later validated through surveys and finally pondered under the criteria of competitiveness variables and expectation measurements. The result of this study is a quality measuring scale which is adapted to restaurants, which corraborates that the SERVQUAL evaluation model is generic and surveys of companies dedicated to measuring the quality perception is not measured correctly.