Determinación de un modelo de calidad de servicio en restaurantes de la ciudad de Zaruma.

Abstract

The quality of service is to meet customer expectations to ensure full satisfaction, therefore in the present investigation, the main objective is the Determination of a service quality model in restaurants in the city of Zaruma. In the research methodology, a sample of three hundred and sixty-six tourists was used and was based on the Servqual model, whose research techniques were used: survey for tourists participating in the research consisting of five variables: tangible elements, reliability, ability to Answer, security, empathy. Qualitative research was conducted through interviews with tourists and restaurant owners to gain greater knowledge of the study variables. With the application of quantitative and qualitative techniques, it can be demonstrated that there is a minimum percentage of dissatisfaction in the tangible elements, of response capacity, so a proposal is developed to strengthen opportunities and eliminate threats with new strategies that provide new forms of tourist attention