Elaboración de un modelo para la evaluación de la calidad del servicio en restaurantes en Cuenca

Abstract

This study aimed at revealing, validating and evaluating the dimensions and variables for the measurement of service quality in restaurants that form part of the database of the Tourism's Ministry in Cuenca-Ecuador that includes luxury restaurants, and restaurants of first, second, third and fourth category. In an initial stage managers, owners, chiefs, and experts in the field were interviewed. Through this qualitative study, several quality variables were identified. These variables were then grouped into six dimensions, which were later validated through surveys and finally pondered under the criteria of competitiveness variables and expectation measurements. The result of this study provided a quality measuring scale that is adapted to restaurants and showed that the SERVQUAL evaluation model is generic and that surveys of companies dedicated to measuring the quality perception is not measured correctly.