Abstract

TAILLACQ BLANCO, Daylí; ALVAREZ ACOSTA, Hugandy  and  BLANCO ARDILA, Susana Catalina. Procedure for the evaluation of perceived quality of the non state restoration services hired by the Havanatur S.A company. Universidad y Sociedad [online]. 2016, vol.8, n.2, pp. 20-32. ISSN 2218-3620.

In this article a procedure for evaluating the perceived quality of services nonstate restoration hired by the travel agency Havanatur S.A., which has five (5) stages and thirteen (13) steps is proposed. The procedure is based on the few in the literature and validated for that purpose, with approaches to process management, continuous improvement and so that what characterizes its operation. For information gathering techniques are used as: survey, document review, working with experts, teamwork and direct observation. The analysis of the results is based on multivariate statistical techniques such as descriptive and correlational analysis, from the use of the SPSS version 20.0. As fundamental research results, from the implementation of the proposal in restaurants and D`Carmelina Lizard, are determined Global Quality Index (IGC) at each facility, the variables that affect customer satisfaction and the proposal for an action plan aimed at improving the deficiencies identified.

Keywords : Perceived quality; service; process management; continual improvement.

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