Bibliographic citations
Hermenegildo, M., (2016). Evaluación de los atributos del servicio y su influencia en la calidad del restaurante de cadena tanta que se ubicó en la ciudad de Trujillo en el año 2014 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10033
Hermenegildo, M., Evaluación de los atributos del servicio y su influencia en la calidad del restaurante de cadena tanta que se ubicó en la ciudad de Trujillo en el año 2014 [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/10033
@misc{renati/515114,
title = "Evaluación de los atributos del servicio y su influencia en la calidad del restaurante de cadena tanta que se ubicó en la ciudad de Trujillo en el año 2014",
author = "Hermenegildo Rojas, Marvin Miguel Angel",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT The present work has been made with the purpose of gathering information from Tanta restaurant customers that once was located in Trujillo and from there evaluate how the quality service perception of the customers was related to the service features considered in this study, knowing that the local manager and the directive board of the group Acurio Restaurantes were unaware of the of the cause of the decreasing sales that finally led to the decision to close the restaurant in September 2014. The methodology used to evaluate the different service features were two models of quality management: SERVQUAL model and a survey based on Likert scale that was easier for the research to interpret and for the customers to respond. To get more accurate results the statistical test Chi square was used allowing to relate variables that could be analyzed successfully for the benefit of the study was used. The results concluded negative ratings on Reliability and Responsiveness aspects, knowing that these two were subtracting the restaurant quality during operation. Finally we have the conclusions and recommendations that were given to the managers to be considered and also help to identify through customer satisfaction the possible features that produced progressive lower sales and leaded to the corporate decision of closing TANTA restaurant.
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