Resumo

MARQUEZ-ORTIZ, Luis Enrique; USECHE-CASTRO, Lelly María; ALCIVAR-DELGADO, Steffani Genith  e  VACA-CHAVEZ, Génessis Gema. Quality of service and customer satisfaction in restaurants of the Portoviejo terminal. Ing. Ind. [online]. 2023, vol.44, n.1, pp. 23-42.  Epub 04-Abr-2023. ISSN 1815-5936.

The aim is to determine the quality of the service and its relationship with customer satisfaction in the dining rooms of the Portoviejo terminal, Ecuador. The research is descriptive, correlational, and field. The value of each variable arises from the indicators of the SERVQUAL model and the Customer Satisfaction Score method. 23 dining rooms of the Portoviejo terminal participated in the study. The sample selected by probabilistic sampling was 114 diners, to whom the survey was applied. As a result, a strong positive correlation was obtained between service quality and customer satisfaction. The deficient indicators are the decoration and hygiene of the canteens and staff, the implements used in the environment where they eat food, and biosecurity measures. It is concluded that it is necessary to eliminate waste, improve cleaning, and better customer service.

Palavras-chave : customer satisfaction; quality of service; terminal; dining rooms.

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