Browsing by Author "Santos Ullaguari, Edgar Adrian"

Filter results by typing the first few letters
Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    Elaboración de un plan de mejora para la calidad del servicio, fundamentado en el modelo SERVQUAL: Caso Restaurante Cook's Hotel Four Points By Sheraton Cuenca
    (Universidad de Cuenca, 2025-05-05) Santos Ullaguari, Edgar Adrian; Iñiguez Márquez, Gustavo Eduardo
    The objective of this study was to develop an improvement plan for the quality of service in Cook’s restaurant of the Four Points By Sheraton Cuenca Hotel, based on the SERVQUAL model. This model made it possible to evaluate the quality of the service through five dimensions: reliability, responsiveness, guarantee, empathy and tangibility. The research sought to identify gaps between customer expectations and perceptions in order to improve the restaurant experience. A quantitative approach was used with simple random sampling, selecting a sample of 226 hotel customers. The results obtained made it possible to identify significant gaps between customer expectations and perceptions in various dimensions of service, especially in areas such as responsiveness and staff empathy. Based on these findings, an improvement plan was designed that addressed these critical areas and proposed specific actions to increase customer satisfaction. The improvement plan aimed to optimize the quality of the restaurant's service, strengthen customer loyalty and improve its competitiveness in the market, ensuring that the service met the expectations of dinners.