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Análisis de la calidad del servicio de Restaurantes del Sector Turístico de la provincia de Santa Elena, Ecuador. | ||
| 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: | Victor-Hugo Gonzalez (Escuela Superior Politécnica del Litoral, EC) Ronald Campoverde (Escuela Superior Politécnica del Litoral, EC) Natalie Noriega-Ramirez (Escuela Superior Politécnica del Litoral, EC) Nick Rodriguez-Mendez (Escuela Superior Politécnica del Litoral, EC) David Sabando Vera (Escuela Superior Politécnica del Litoral, EC) Nelson Layedra (Escuela Superior Politécnica del Litoral, EC) (Escuela Superior Politécnica del Litoral) | |
| Full Paper: | #203 | |
Abstract:Tourism is an increasingly important and dynamic sector for the Ecuadorian economy, this change has also been evident in the coastal province of Santa Elena. The search for continuous improvement in the service quality offered by restaurants has become an important factor to achieve customer loyalty. It is necessary to develop the service quality of the tourism sector to attract more visitors to the province. The objective of this study is to evaluate the service quality perceived by consumers in the third and fourth category restaurants located in Santa Elena, using the Dineserv scale, which was tested for its validity and reliability through the technique: factor analysis. As a result of the analysis carried out, it was found that the factors that prevail to achieve the satisfaction of third-category restaurants’ customers are: comfort and reliability / speed, while the only component that influences the satisfaction of the clients of the fourth category restaurants is the speed / efficiency. | ||