Análisis del nivel de satisfacción de la calidad de los servicios del restaurante Jardín de Oro para la elaboración de una propuesta de mejora.

Abstract

The general objective of this research was to analyze the level of satisfaction with the quality of the services of the Jardín de Oro restaurant to prepare improvement proposals. This study was based on theories related to customer service such as that of Berry and Parasuraman and that of Fayol's administration, in order to highlight the importance of continuous control of the processes related to meeting the needs that customers express, especially everything, from the perception of a restaurant, whose function is based on fulfilling one of the basic needs of human beings. Through the application of a non-experimental design with the descriptive and exploratory type of research, an existing gap was determined between the restaurant's expectation of its processes and the reality perceived by the customer, which requires the application of improvement strategies.