Hotelería-Pregrado

Permanent URI for this collectionhttps://dspace-test.ucuenca.edu.ec/handle/123456789/57

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Análisis de la calidad del servicio mediante el modelo de evaluación HOTELQUAL caso: Hostal Posada del Ángel, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-29) Quito Banegas, Josseline Anabel; Sinchi Villa, Evelyn Lisseth; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the quality of service in a tourist accommodation establishment through the application of the HOTELQUAL model, using the Hostal Posada del Ángel as a case study. The main objective is to determine the level of customer satisfaction by identifying gaps between previous expectations and the real perception of the service received, in order to generate inputs that guide decision-making and promote continuous improvement in processes and customer service. The evaluation, based on the HOTELQUAL model, was structured in three key dimensions: infrastructure conditions, staff attitude, and service organization. The methodology adopted had a mixed approach, with a descriptive scope and a cross-sectional design. The research process was developed in three phases: in the first one, a review of specialized literature was carried out; in the second one, surveys were applied based on the standardized dimensions of the HOTELQUAL model, whose answers were tabulated and analyzed; and, finally, in the third phase, recommendations were made based on the findings obtained. The findings show that the dimension related to infrastructure presents the highest levels of dissatisfaction on the part of guests. Based on these results, specific improvements are proposed that will allow Hostal Posada del Ángel to optimize the customer experience and raise the general perception of the quality of the service offered.
La situación actual del greenwashing en la industria hotelera: Una Revisión Sistemática de la Literatura (RSL)
(Universidad de Cuenca, 2025-09-11) Carabajo Patiño, Dayanna Jacqueline; Juela Inga, Michelle Alexandra; Galarza Torres, Marcela Alexandra
The project aims to analyze the current situation of greenwashing in the hotel industry and its implications on sustainable practices through a systematic literature review (RSL). The problem will be addressed by implementing a search algorithm aimed at identifying patterns in the scientific literature. The methodology applied in the research will have a mixed approach of descriptive scope and a longitudinal observational design, based on literature from the last five years. The study will follow the PRISMA (Preferred Reporting Items for Systematic Reviews and MetaAnalyses) protocol, which will guarantee an adequate selection and analysis of relevant bibliographic sources. The search method was carried out in three phases: the first consisted of the construction of a theoretical framework based on recent literature. In the second phase, the PRISMA protocol will be applied, which defines search terms, inclusion and exclusion criteria, and relevant sources, processing the data with the R Studio software version 4.3.2 and the Bibliometrix library for a bibliometric analysis focused on metrics. Finally, in the third phase, a qualitative systematization of the selected literature will be carried out, analyzing methodologies, results and problems addressed in the studies, with the purpose of identifying trends and gaps in the literature on the object of study.
Revisión sistemática de la literatura sobre el impacto de la movilidad estudiantil en la educación en hospitalidad
(Universidad de Cuenca, 2025-09-11) Cajamarca Olivo, Daniela Estefanía; Fajardo Narváez, Evelyn Brigitte; Espinoza Figueroa, Freddy Edgar
This research study focused on analyzing student exchange programs in hospitality education through a systematic review of the literature. The objective was to analyze the role of student exchanges in relation to education in the hotel field. An observational design was used with a quantitative and qualitative approach of analytical scope and longitudinal section. The project had three stages: first, a theoretical framework was made to identify relevant literature on student exchanges in the database such as Scopus. As a result, a theoretical reflection was obtained with bibliometric data documented from 2019 to 2024. In the second phase, the PRISMA protocol (Preferred Reporting Items for Systematic Review and Meta-Analysis) was applied to filter the selected studies and analyze problems, methodologies and results using tools such as R Studio and Bibliometrix. Finally, the main findings were synthesized, detecting gaps in relation to student exchange. In fact, there are no current topics about this type of study, so it would be pertinent for hospitality-related institutions to consider this gap. Finally, this study identified current trends and challenges to improve access, quality, and relevance of educational exchanges in hospitality.
Propuesta de un modelo para las asignaturas de Práctica de Servicio Comunitario 1 y 2 que integren prácticas alineadas al perfil académico de los estudiantes de la carrera de Hospitalidad y Hotelería de la Universidad de Cuenca
(Universidad de Cuenca, 2025-09-11) Arce Alvear, Camille Vanessa; Reinoso Cumbe, Erika Tatiana; Sánchez Rodas, Lourdes Monserrat
This intervention project aims to develop a proposal for a comprehensive model for the implementation of the subjects of Community Service Practice 1 and 2, which integrates activities aligned with the graduation profile of the students of the Hospitality and Hospitality career of the University of Cuenca. The research was carried out with a qualitative approach, through a review of documents and records provided by the Hospitality and Hospitality Career Directorate and the Coordination of Linkage with Society of the Faculty of Hospitality Sciences. In addition, semi-structured interviews were applied to administrative staff, teachers and students selected for convenience. The information collected was processed through discourse analysis with the Atlas.ti 23 software (inductive-deductive coding) and subsequently analyzed through narrative analysis. The results showed a weak connection between some linking projects and the graduation profile, due to the poor communication between tutors and students, the lack of follow-up to the activities developed and the low student motivation. Based on these findings, a model was designed that establishes general guidelines for the management of Community Service Practice subjects, which was validated with students to respond to the expectations of the actors involved. It is concluded that the proposed model contributes to improving student satisfaction and optimizes the management of pre-professional internships in the Hospitality and Hospitality career.
Análisis de la influencia del eWOM (reseñas en línea) en la reputación de los hoteles de 4 estrellas ubicados en el Centro Histórico de Cuenca y su uso como herramienta de gestión de marketing
(Universidad de Cuenca, 2025-09-11) Carrión Luna, María Emilia; Ortiz Lojano, Gabriela Elizabeth; Saquicela Aguilar, María Esthela
The following work aimed to analyze the influence of electronic word of mouth (eWOM) on the digital reputation of 4-star hotels located in the Historic Center of Cuenca during the years 2022-2024. The research was developed in three phases: exploratory, descriptive and quantitative. 795 reviews were obtained from the platforms (Booking, Google), Power BI and ATLAS, Ti 23 tools were used to perform an analysis of the reviews. Reviews were categorized into positive, neutral, or negative to identify patterns, trends, and key factors influencing the guest experience. Among the factors that stand out the most are attention from the staff, cleanliness and location. Trends related to the variation of scores throughout the period analyzed and the behavior of the eWOM in different months of the year were also identified. In addition, the strategies related to the eWOM in each hotel were analyzed, where it was evident that hotels such as the Hotel Forum present a response level of more than 99% on the two platforms, while the Hotel Los Balcones does not respond to comments on either of the two platforms, thus demonstrating the differences that exist in the management of online reputation. This study allows us to understand the importance of eWOM to improve hotel competitiveness in a world where technology is increasingly present, highlighting the need to maintain an active management of digital reviews to improve guest experience and strengthen the online reputation of hotel establishments.
Análisis de la gestión de talento humano en establecimientos de alojamiento enfocado en la motivación y retención del personal. Caso Four Points By Sheraton, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-11) Criollo Morocho, Erika Vanessa; García Soto, Erika Alexandra; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the management of human talent in accommodation establishments with a focus on staff motivation and retention. The research includes a qualitative approach of exploratory scope, with an observational and cross-sectional design. The case study was the Four Points By Sheraton Hotel, Cuenca-Ecuador. It is projected that the findings obtained will serve as a basis to strengthen the processes of continuous improvement in the Human Talent department. The research was carried out in three phases. In the first phase, the main motivating factors of the staff were identified through the review of relevant academic literature. In the second phase, structured interviews were applied with the aim of exploring the motivational strategies applied by the Human Talent area, as well as the factors that affect the individual motivation of employees. The interviews addressed five main themes: a) rewards and benefits, b) professional growth, c) organizational environment/integration, d) work-life relationship, and e) leadership and management. Finally, in the third phase, the factors that directly influence staff motivation and retention were identified through a hermeneutical analysis using graphs that analyzed the information collected. Among the main motivational factors are the percentage of tips received at the end of the month, food subsidy, private health insurance, transportation by bus for associates, educational agreements, discounts on lodging and food at the different headquarters of the chain, as well as loans for studies, domestic emergencies and training.
Análisis de la calidad del servicio a través del modelo HOTELQUAL en las hosterías en la comunidad de Migüir, Azuay-Ecuador. Caso de estudio: Hostería Guagrahuma y Hostería Capillapamba
(Universidad de Cuenca, 2025-09-10) Prado Navas, Ana Gabriela; Vázquez Ávila, Tania Cristina; Urgilés Contreras, Diana Paola
This study aims to analyze the quality and satisfaction of customer service through the HOTELQUAL model in two inns: Guagrahuma and Capillapamba, located in the community of Migüir, Molleturo parish, province of Azuay. This study has an observational design, with a mixed approach, with an exploratory-descriptive scope and a cross-sectional section. The tool used to obtain data for quality measurement is the HOTELQUAL model survey, aimed at interest groups such as the guests of these establishments to evaluate the experiences of users in relation to the quality of service. Data collection was carried out through the HOTELQUAL survey, applied before and after the service, followed by the implementation of two open questions. Quantitative data were analyzed in SPSS software and qualitative data in ATLAS.TI. The results show that the two inns have an acceptable level of quality, slightly exceeding the expectations of the guests. Based on the results obtained, proposals were developed for the improvement of the service in the two inns, carried out in the current conditions of the establishments, proposing strategies focused on staff training, basic quality management system, continuous monitoring of all dimensions, among others. Finally, the proposed strategies were socialized and validated, with the participation of the owners and staff of the establishments. The HOTELQUAL model is an effective tool to diagnose and improve the quality of service in tourist accommodation.
Propuesta de estrategias y tácticas de publicidad y promoción digital para el hotel Casa San Rafael de Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-05) Monje Quinde, Aníbal Adrián; Tacuri Pintado, Galo Andrés; Iñiguez Márquez, Gustavo Eduardo
The objective of this proposal was to develop digital advertising and marketing strategies and tactics for the Casa San Rafael hotel. The project was structured in four phases: first, a diagnostic analysis of the hotel's current situation was conducted; subsequently, a market study was carried out to identify trends and preferences of the target audience. Based on these findings, a strategic proposal was designed, including specific digital marketing tactics tailored to the hotel's context. Finally, the results were shared with all stakeholders. The diagnostic analysis, using a SWOT analysis, allowed for an understanding of the internal and external factors affecting the hotel's operations. This was complemented by tools such as the PESTEL matrix to assess the macro-environment and Porter's Five Forces model to analyze the micro-environment of the hotel industry. Interviews with the hotel's administrative and operational staff, guest surveys to determine the customer profile, observational trend analysis, and benchmarking were also conducted. As a result, a proposal for strategies focused on strengthening the brand's positioning and visibility was presented. These strategies can be implemented immediately by the hotel manager, as they were designed with clear objectives and sub-objectives, assigned responsibilities, and a defined timeline, facilitating their implementation and monitoring. This proposal provides a solid foundation for future actions that will contribute to strengthening the hotel's position in a competitive and ever-evolving tourism market.
Estudio de factibilidad para la implementación de un glamping para alojamiento turístico en la parroquia San Joaquín del cantón Cuenca
(Universidad de Cuenca, 2025-06-25) Cieza Mejía, Luis Marbin; Maurad Quilambaqui, Jefferson Walter; Ávila Vélez, Tania Karolina
Tourism in Ecuador is recognized for its cultural and natural richness, which encourages the search for innovative accommodation alternatives. In this context, the rural parish of San Joaquín offers a privileged setting for the implementation of an accommodation facility. This proposal aims to evaluate the feasibility of establishing a glamping site in the aforementioned parish, thereby diversifying the tourism offering by taking advantage of its scenic and cultural attributes. To achieve this objective, a mixed-method approach combining quantitative and qualitative techniques was employed. First, a situational assessment was conducted using observation as a tool, considering a series of interactive steps focused on tourist attractions, accommodations, gastronomic offerings, and the natural and cultural environment of the San Joaquín parish in the canton of Cuenca. A survey was then conducted to segment the potential market, the analysis of the results of which helped us develop a market study. Finally, a financial study was conducted, supported by indicators such as NPV and IRR, among others, which allowed us to assess the feasibility of the proposal.
Plan de promoción y publicidad para El Hotel Cisne, 2024
(Universidad de Cuenca, 2025-05-19) Jarama Zhagüi, Martha Cecilia; Zhunio Cajamarca, Marcia del Carmen; Iñiguez Márquez, Gustavo Eduardo
With the aim of increasing the visibility of the Hotel Cisne, located in the El Arenal sector, attracting a greater number of guests and differentiating itself in the market, a promotion and advertising plan was developed through digital and traditional marketing strategies. To this end, a cross-sectional research was carried out with a mixed approach. From the qualitative side, documentary analysis and interviews with hotel staff were carried out and for the quantitative approach, surveys were applied to the guests available during the study period, using non-probabilistic sampling for convenience, to identify specific market segments thanks to data inference. According to the study, most guests indicated that they were unaware of the hotel through social networks or its digital presence. As contributions, the study proposes specific recommendations to improve the hotel offer, in addition to specific promotion and advertising strategies, through advertising campaigns, especially in digital communication, which will improve the hotel's positioning and, consequently, increase its profitability.
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.
Propuesta para la implementación de un glamping en el Mirador Turístico El Boquerón, parroquia de Turi, Cuenca
(Universidad de Cuenca, 2025-04-02) Arpi Varas, Cristopher Geovanny; Zumba Sibri, Jessica Alexandra; Sandoval Lozano, Darwin Fabián
The El Boquerón Tourist Viewpoint located on the Boquerón hill in the parish of Turi, is a place surrounded by nature a few minutes from Cuenca. Being relatively new, it is growing, for this reason the present titling work is a proposal for the implementation of a glamping at the El Boquerón Tourist Viewpoint in order to respond to the need for lodging and complement the existing services. The accommodation focuses on a type of glamping, specifically the "Safari Tent", since due to its design, materials and easy installation they adapt to the environment. The development of the proposal begins with the collection of information to discover the tourist potential of the viewpoint. In addition, a market study is carried out with its respective analysis that demonstrates the interest of people to acquire the lodging service, likewise, the technical study is detailed with the necessary aspects for the correct operation of glamping. Finally, the accounting tools used helped determine the profitability of the project over the years.
Propuesta de branding corporativo para el Hotel Italia de la ciudad de Cuenca. Septiembre 2023 - Febrero 2024
(Universidad de Cuenca, 2025-03-10) Lasso Serpa, Cecilia Michelle; Vallejo Vázquez, Andrea Doménica; Delgado Oleas, Nancy Karla
The objective of this study is to develop a corporate branding proposal for Hotel Italia to guide owners through a process designed from academia, which allows them to contribute to the economic activities of a hotel with a long history. Hotel Italia, an accommodation establishment that is categorized by the Ministry of Tourism of Ecuador as a third-class institution, corresponding to 3 stars. Through the analysis of Hotel Italia's internal and external factors, strengths, weaknesses, opportunities and threats that affect its competitiveness in the market were identified, where the main tourist profile has been defined. With this information, strategies were defined to improve the hotel services and products, with the aim of strengthening its corporate branding. Qualitative and quantitative methods with a descriptive analysis were used in the research. Based on the data collected, the foundations were laid for a proposal that strengthens Hotel Italia's services and products. That is why it has been possible to form a new and sophisticated corporate image to create a bond of commercial loyalty between Hotel Italia and its main sales segment.
Revisión sistemática de la literatura (RSL) sobre la aplicación de los códigos de ética en la industria hotelera
(Universidad de Cuenca, 2025-03-10) Bonilla Tenén, Maribel del Pilar; Ortiz Aguayza, Diana Elizabeth; Sánchez Rodas, Lourdes Monserrat
Through this study, a systematic literature review (RSL) was carried out on the application of codes of ethics in the hotel industry with the aim of analyzing the influence that the implementation of these standards has on the hotel environment. A document analysis was applied based on the PRISMA protocol (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) using the Scopus database as a reference. In addition, a bibliometric analysis of articles from 2004 to 2024 was carried out to evaluate the impact of research on ethics in the hotel industry. Through a comprehensive analysis of the studies, it was possible to examine various approaches applied by hotel companies to integrate ethical practices into their operations, where relevant trends and gaps in the influence of codes of ethics in the hotel sector were determined. It was concluded that the accommodation industry is not governed by a certain code of ethics, but is guided by its beliefs and moral values based on already established norms. In addition to this, the application of ethics in the hotel industry depends on contextual and demographic factors such as age, level of education, religion, category of the establishment, geographical location and origin of resources, which means that the rules must be constantly adapted and reconsidered to prolong their effectiveness.
Implementación de un sistema de gestión de inventarios para el departamento de housekeeping en el hotel Posada del Ángel, Cuenca - Ecuador
(Universidad de Cuenca, 2025-03-07) Burguan Garcia, Daniela Nicole; Choez Reinoso, Mayerly Elizabeth; Ávila Vinueza, Tania Lorena
The main objective of this intervention project is the implementation of an inventory management system for the housekeeping area at the Posada del Ángel hotel; and it is developed considering three fundamental stages: diagnosis, proposal and validation. In the initial diagnostic phase, tools such as observation and case study were used to identify existing deficiencies in inventory management. Once this information was obtained, procedure manuals were developed in order to optimize inventory management in the departments involved. Likewise, the implementation of an ABC system was proposed to streamline stock control according to the specific needs of this sector. With this control mechanism, the necessary matrices were proposed to carry out responsible and controlled management according to the different classifications of the ABC system. Finally, socialization was carried out for the implementation of the procedures designed through training with the actors involved; that is, the housekeeping and reception staff, in order to ensure its proper functioning. It is expected that this intervention will contribute significantly to improving the efficiency and effectiveness in inventory management in the housekeeping department of the Posada del Ángel hotel.
Estudio de factibilidad para la implementación de un glamping en la parroquia Quingeo, provincia del Azuay
(Universidad de Cuenca, 2025-01-31) Carreño Abad, Dayanna Lizbeth; Fajardo Cordero, Juan Diego; Delgado Oleas, Nancy Karla
Quingeo, a charming parish in the canton of Cuenca in the province of Azuay, was recognized as a cultural heritage site on September 13, 2009. This place stands out for its historic houses, festivities such as the celebrations in honor of the Señor de los Milagros, the festivals of the Cruces and Chicha Machay, as well as for its various natural sites such as the Cerro de Pillachiquir, Comúnloma, Loma de Guamán and the Quingeo River. This research shows a feasibility study for the implementation of a glamping in the parish of Quingeo, offering lodging services, gastronomy and recreational activities that take advantage of the local tourist richness. In addition to promoting the economic development of the parish, it seeks to improve the quality of life of its inhabitants, such as Mrs. Rosa Jiménez, owner of land in the area, who is interested in investing in the project if its viability is demonstrated. The methodology includes a detailed diagnosis of local needs, a technical study to evaluate the required infrastructure, a market analysis to understand potential demand, a financial feasibility study to ensure the economic sustainability of the project, and an environmental and social impact assessment to mitigate possible negative effects and maximize benefits for the community. The objectives of this research are to determine the feasibility of glamping in Quingeo as a sustainable accommodation option and naturally integrated with its cultural environment, providing a unique tourist experience that contributes to local and regional development.
Plan de posicionamiento en el segmento MICE, para Hostería Caballo Campana, 2023
(Universidad de Cuenca, 2025-01-28) Ortega Illescas, Diego Fabian; Urgilés Contreras, Diana Paola
Currently, the meetings industry is changing, it is for this reason that accommodation companies such as Hostería Caballo Campana must generate a plan to allow to position themselves in the MICE segment and be competitive with the current offer, there are several current factors that generate this evolution in hotel services, such as the current generational labor change and technological advances, that present a challenge to companies in their adaptability in their operations, generating this plan will allow establishing a guide to achieve the company's objectives. The proposal uses tools such as bibliographic review and contrast with the operational capacity of the Hostería Caballo Campana to generate positioning actions in the MICE market, these will generate positive changes to improve the image of the company and compete with other companies in this sector.
Propuesta de plan de marketing digital: caso Hotel Boutique Santa Lucía, período marzo - agosto 2024, Cuenca – Ecuador
(Universidad de Cuenca, 2024-10-10) Guachichullca Carabajo, María Fernanda; Pérez Deleg, Diego Andrés; Urgilés Contreras, Diana Paola
Digital marketing in the accommodation sector allows you to develop promotional strategies that improve online visibility and reach the target audience in a direct and segmented way. In this sense, tourism organizations can personalize messages, offer experiences adapted to travelers' preferences, and increase interaction with potential customers, which allows greater loyalty and competitive advantages. Therefore, this project focuses on developing a digital marketing plan for the Santa Lucía Boutique Hotel, Cuenca - Ecuador, which analyzes the current situation and proposes improvements based on interviews and surveys with customers and hotel staff. Through social media strategies, online advertising, relevant content and personalized campaigns that will seek to improve how the hotel communicates with its audience. Not only will this improve its online presence and attract more customers, but it will also allow them to better understand customer needs and deliver satisfying experiences.
Exploración de la percepción de los empresarios de alojamiento respecto a la conservación del Patrimonio Cultural de la Ciudad de Cuenca
(Universidad de Cuenca, 2024-09-19) Brito Pandiguana, Erika Daniela; Orellana Brito, Nayeli Lizbeth; Eljuri Jaramillo, María Isabel
The objective of this research work is to explore the perceptions of hotel managers and experts in cultural heritage conservation about the preservation of heritage buildings that operate as hotels in the Historic Center of the city of Cuenca. Through a review of various literary sources and the analysis of relevant procedures and regulations, understanding the conservation practices applied to these heritage houses was sought. For this research, a qualitative observational approach was used, with an exploratory-descriptive and cross-sectional scope. Eight interviews were conducted with hotel managers and conservation experts, selected for convenience, in which their perspective on conservation was analyzed. The results show significant challenges, such as the complexity and lack of knowledge about procedures necessary for heritage buildings conservation, as well as the gentrification induced by tourism. However, there is consensus that the hotel industry has contributed positively for the preservation of architectural heritage, through the restoration and continuous maintenance of these buildings. However, paperwork management and gentrification present challenges. The hotel industry has played a crucial role in the conservation of the architectural heritage of the Historic Center of Cuenca, promoting its long-term preservation.
Análisis de la influencia de las Tecnologías de la Información y Comunicación en el sector de alimentos y bebidas, a partir de la COVID-19. Caso: restaurantes del Centro Histórico de Cuenca, Ecuador
(Universidad de Cuenca, 2024-09-18) Torres Gallegos, Nain Alexander; Delgado Andrade, Diego Andrés; Sánchez Rodas, Lourdes Monserath
The COVID-19 pandemic significantly impacted the hospitality sector, driving the adoption of technology strategies to adapt to a new normal. This study analysed the influence of Information and Communication Technologies (ICT) on restaurants in the Historic Centre of Cuenca after the pandemic. This cross-sectional qualitative research examined the impact of ICT through semi-structured interviews with restaurant owners and managers, exploring how these technologies affected customer interaction and internal management since the health crisis. The information was organized into categories and codes, analyzed with the Atlas.ti software. The results reflected a positive impact of the adoption of ICT on the performance of establishments since the COVID-19 pandemic, allowing them to operate efficiently despite the restrictions imposed by the health emergency. The results of the study indicate that the most used tools were mobile payment systems, home delivery platforms, advertising on social networks and digital menus. The work concludes that the adoption of ICT has been crucial for the survival and adaptation of restaurants in the post-pandemic context. These technologies have improved operational efficiency, customer engagement, and responsiveness to changing market conditions. Despite the initial hurdles, digitalization is shaping up to be an inevitable trend that will continue to transform the hospitality industry for the foreseeable future.

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