Abstract

GARCIA PULIDO, Yadrián Arnaldo; MALIZA CRUZ, Wellington Isaac; PENAFIEL MORENO, Lorena  and  NUNEZ BALSECA, Deida Narcisa. Evaluation of perceived quality in a touristic restaurant. Universidad y Sociedad [online]. 2023, vol.15, n.5, pp. 62-75.  Epub Oct 10, 2023. ISSN 2218-3620.

Today the quality of customer service is a key strategic factor on which most organizations depend. The objective of the research was to evaluate the perceived quality of the service in a restaurant linked to tourism. For its development, a methodological procedure was designed that can be used in other gastronomic facilities for the evaluation of the perceived quality of their services. The main methods and tools used were: Expert Method, Consensus Method, Modified Fuller's Triangle Method, Entropy Method, VALPER Procedure, Perception Importance Matrix (W-X) and statistical correlation between variables. The procedure has a questionnaire where 18 attributes were evaluated, whose validity and reliability were verified through the validity of content, construct and Cronbach's Alpha coefficient. The perceived value of the quality of the service was 4.28, considered satisfactory, although improvement actions are presented such as; promote innovation in the presentation of dishes, improve the image and clarity of the menu, and enhance the variety of gastronomic offer.

Keywords : Quality; Perceived quality; Gastronomic service; Restaurant.

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