Evaluación de la calidad del servicio de las Huecas ganadoras de Raíces 2017. Propuesta de un plan de mejora.

Abstract

The present academic project focuses on improving the level of quality of service perceived in the Huecas Tradicionales of the city of Guayaquil, the study was divided in such a way that the chapters have an established objective, which are: (a) list the Huecas for the development of the research, (b) establish the variables to measure the levels of the service offered, (c) analyze the results of the surveys and (d) develop a plan to improve the quality of service. In this way, it begins by mentioning the Huecas of the city of Guayaquil that participated in the Raíces Gastronomic Fair of 2017, in order to carry out the due analysis, it is necessary to develop three data collection tools (cards) that have the variables to carry the above mentioned study, of which two are directed to the clients and the owner of the establishment, and the third will be used by the researcher together with the observation technique. The implementation of the cards is very useful to determine which variables had low ratings and therefore should focus more determinedly and seek an improvement. The development of the established points gives way to the development of an improvement plan, which will focus first on the identification of the problems and then seek a solution, have an action plan, as well as an operation manual detailing each one of the functions to perform and the person responsible. Of course, for a better understanding will have visual support material, and a budget for implementation in a hollow.