Abstract

FUENTES GOMEZ, Laura; GONZALEZ ALVAREZ, Roxana; PARRADO HERNANDEZ, Claudia Angélica  and  PEREIRA, Karen Yanara Gálvez. Evaluation of the perceived quality of services in the à la carte restaurant. Universidad y Sociedad [online]. 2020, vol.12, n.4, pp. 179-191.  Epub Aug 02, 2020. ISSN 2218-3620.

The present research was carried out in an à la carte restaurant in the province of Cienfuegos, Cuba, during the first half of the year 2019 with the fundamental objective of evaluating and improving the perceived quality of the gastronomic service. Techniques such as interviews, brainstorming, document review, work with experts, teamwork and direct observation were used to gather information. Reliability and validity analyzes were performed, as well as the use of classic quality and process management tools, multi-range testing, capacity analysis and process simulation. For the projection of improvement actions, the 5W and 1H technique is used. The main results of the investigation identify and analyze the main dissatisfactions that affect the quality perceived by the clients. A set of improvement actions aimed at the dissatisfactions detected are also proposed, among which a simulation of the process stands out. Finally, the conclusions and recommendations that are derived from the study and that allow to define a suitable follow-up route to give continuity to the research theme are presented.

Keywords : Service; service quality; process management; continual improvement; gastronomic service.

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