<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2218-3620</journal-id>
<journal-title><![CDATA[Revista Universidad y Sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[Universidad y Sociedad]]></abbrev-journal-title>
<issn>2218-3620</issn>
<publisher>
<publisher-name><![CDATA[Editorial "Universo Sur"]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2218-36202023000500062</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Evaluación de la calidad percibida en un restaurante turístico]]></article-title>
<article-title xml:lang="en"><![CDATA[Evaluation of perceived quality in a touristic restaurant]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[García Pulido]]></surname>
<given-names><![CDATA[Yadrián Arnaldo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Maliza Cruz]]></surname>
<given-names><![CDATA[Wellington Isaac]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Peñafiel Moreno]]></surname>
<given-names><![CDATA[Lorena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Núñez Balseca]]></surname>
<given-names><![CDATA[Deida Narcisa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Matanzas  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Cuba</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Bolivariana del Ecuador  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Ecuador</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Técnica de Babahoyo  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Ecuador</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>10</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>10</month>
<year>2023</year>
</pub-date>
<volume>15</volume>
<numero>5</numero>
<fpage>62</fpage>
<lpage>75</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S2218-36202023000500062&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S2218-36202023000500062&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S2218-36202023000500062&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN En la actualidad la calidad del servicio al cliente es un factor estratégico clave del que dependen la mayor parte de las organizaciones. El objetivo de la investigación consiste en evaluar la calidad percibida del servicio en un restaurante vinculado a la actividad turística. Para su desarrollo, se diseña un procedimiento metodológico que puede ser utilizado en otras instalaciones gastronómicas para la evaluación de la calidad percibida de sus servicios. Los principales métodos y herramientas utilizadas resultaron: Método de expertos, Método de consenso, Método del triángulo de Fuller modificado, Método de la entropía, Procedimiento VALPER, Matriz Importancia Percepción (W-X) y la correlación estadística entre variables. El procedimiento cuenta con un cuestionario donde se evaluaron 18 atributos, cuya validez y fiabilidad queda comprobada mediante la validez de contenido, constructo y el coeficiente Alfa de Cronbach. El valor percibido de la calidad del servicio resulta de 4.28, considerado satisfactorio; aunque se presentan acciones de mejora como: promover la innovación en la presentación de platos, mejorar la imagen y claridad de la carta menú.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT 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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad]]></kwd>
<kwd lng="es"><![CDATA[Calidad percibida]]></kwd>
<kwd lng="es"><![CDATA[Servicio gastronómico]]></kwd>
<kwd lng="es"><![CDATA[Restaurante]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[Perceived quality]]></kwd>
<kwd lng="en"><![CDATA[Gastronomic service]]></kwd>
<kwd lng="en"><![CDATA[Restaurant]]></kwd>
</kwd-group>
</article-meta>
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