Análisis de la satisfacción de los clientes externos e internos en un restaurante tradicional manabita

Abstract

Quality analysis in a restaurant is essential to achieve excellent services and retain customers. The objective of this study was to analyze the satisfaction of external and internal customers in a restaurant located in the city of Chone, province of Manabí, Ecuador. The research was descriptive, non-experimental and correlational. The modified Servqual model was used, the survey corresponding to difference 5 was applied to 364 external clients, while difference 6 to the 5 direct care workers. An average perceived quality of 3.14 was found; The most affected dimensions being responsiveness and empathy, valued below expectations. The satisfaction of the workers in general showed an adequate behavior. Improvement actions were proposed focused on perfecting the service culture in employees, from training and coaching, so that they can better adjust to the needs of customers from their treatment and friendliness.