Aplicación de Inteligencia de Negocios para Mejorar las Utilidades Mediante el Aumento de la Satisfacción del Cliente en Restaurantes

Published in: Industry, Innovation, and Infrastructure for Sustainable Cities and Communities: Proceedings of the 17th LACCEI International Multi-Conference for Engineering, Education and Technology
Date of Conference: July 24-26, 2019
Location of Conference: Montego Bay, Jamaica
Authors: Luis David Huallpa Tapia (Universidad Nacional de San Agustín de Arequipa, PE)
Gleny Paola Gamarra Ramos (Universidad Nacional de San Agustín de Arequipa, PE)
Julio Cesar Vicente Gallegos (Universidad Nacional de San Agustín de Arequipa, PE)
Mauricio Oscar Quiroga Lipe (Universidad Nacional de San Agustín de Arequipa, PE)
(Universidad Nacional de San Agustín de Arequipa)
Full Paper: #111


Nowadays for restaurants, customer satisfaction has become a priority, as this allows consumer customers to increase and therefore the business to prosper. However, if the customer is not satisfied, the business is at risk of failing. The objective of this study is to apply business intelligence in order to increase the profits of the restaurant with the increase in customer satisfaction. The customer's data is analyzed through the use of a data mining method with a classification technique. Classification models are developed using the decision tree to determine the underlying attributes of customer satisfaction. The generated rules are beneficial for managerial and practical implementation in restaurants. The decision tree and the neural network produce more than 80% predictive accuracy.