Manual de procedimientos operativos para la cafetería One Love de Puerto Santa Ana en la ciudad de Guayaquil.

Abstract

The main porpouse of this degree work is to develop a manual of operating procedures for the One Love cafeteria in Puerto Santa Ana in Guayaquil city. This is a decriptive and explanatory work. The desciptive is responsable for describing the situation in which the study is focused and will determine the problems caused by the lack of a manual of procedures while the explanatory is a type of research that focuses on explaining the aspects of your study. It was decided to use information collection tolos such as the observation of the premises, customer surveys and interviews with cafeteria employees to know the perception and satisfaction of customers who visit the establishment in Puerto Santa Ana. Additionally, it was complemented with the servqual methodology to learn more about customers and their preferences. The proposal presented in the following work is based on the improvement of operational personnel and the quality of service it provides for customers. Giving an answer to the proposed research question that is to benefit from the implementation of this manual, which will improve communication between staff, as well as knowing the appropriate procedures for each task and measuring customer satisfaction.