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• W2807231796 abstract "espanolExisten muchas investigaciones sobre satisfaccion y calidad en el servicio. Estos conceptos se convierten en constructos clave cuando se trata de estudiar a las empresas de servicios. Tal es el caso de la industria restaurantera, en donde para evaluar la calidad del servicio y la satisfaccion, el consumidor se fija tanto en la eficiencia del personal como en la eficiencia del servicio. Estos conceptos son totalmente distintos, pero van de la mano, pues no existe uno sin el otro. Para esta investigacion se tomo el caso de un restaurante cuyo posicionamiento esta basado en la diversidad de alimentos que preparan, el servicio que ofrecen y su precio, ubicado en la ciudad de Cancun, Quintana Roo. El objetivo de esta investigacion es el analisis de relaciones causales entre los componentes del modelo de un servicio restaurantero, como son la eficiencia del personal, la eficiencia del servicio, la calidad del servicio y la satisfaccion. Se aplicaron procedimientos estadisticos como el analisis factorial confirmatorio y el modelo de ecuaciones estructurales. Se probaron tres hipotesis. Los resultados fomentan el trabajo de la industria restaurantera en funcion de la calidad en el servicio trabajando paralelamente la eficiencia del personal y la eficiencia del servicio para generar satisfaccion a los consumidores. EnglishThere are many investigations on service satisfaction and quality. These concepts become key constructs when it comes to studying service companies. Such is the case of the restaurant industry, where to evaluate service quality and customer satisfaction, the consumer is focused on the efficiency of the service and the personnel who delivers it. These concepts are totally different, but they move along in tandem since one is not present without the other. For this investigation, the restaurant under examination is located in the city of Cancun, Quintana Roo. The restaurant´s positioning is based on the diversity of foods they prepare, the service they offer, and their price. This place was chosen because it is a common place where local consumers converge and, in a short time, became a favorite in the city. The objective of this research is the analysis of causal relationships between the components of the model of a restaurant service, such as the efficiency of the personnel, the efficiency of the service, the quality of the service and the satisfaction of consumers. Statistical procedures such as confirmatory factor analysis and structural equation models were applied. The three hypotheses were tested. The results encourage the work of the restaurant industry in terms of service quality, working in parallel with the efficiency of the staff and the efficiency of the service to generate satisfaction for consumers." @default.
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• W2807231796 date "2018-04-19" @default.
• W2807231796 modified "2023-09-25" @default.
• W2807231796 title "La satisfacción del cliente basada en la calidad del servicio a través de la eficiencia del personal y eficiencia del servicio: un estudio empírico de la industria restaurantera" @default.
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