Diseño de un modelo de gestión de calidad de servicio al cliente para el restaurante “La Finquita”.

Abstract

The main objective of this research is to design a quality management system for customer service at La Finquita” with strategies that can help to increase the sales of this restaurant that take place in Guayaquil. For making this project is very important to know the definition of customer service and models of continuous improvement. The methodology used in this research is descriptive and correlational, because it must be determined in a specific way of how the activities are carried out and how the variables are related to each other. The approach of this thesis is mixed, since it includes qualitative and quantitative information, it is necessary to analyze the quality perceived by the clients, the most appropriate price, the quantity of dishes sold and the monthly sales of the restaurant. Through surveys can be known the quality perceived by the client also the viable solutions to apply in the restaurant according the results obtained. The authors took in consideration the number of visitants of the restaurant to know the quantity of dishes sold per month, so the information for each variable can be worthful to perform a multiple regression, to understand how related the variables are and with this analyze the cost – benefice scenario to accomplish all the objectives set. Finally, by analyzing the results and understanding that sales depend very closely on the quality of the customer service, it is determined that a quality management system applied to “La Finquita” will be a significant contribution to its continuous improvement and the growth of future sales.