SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT

SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT

Human beings by nature have always required feeding, the way to do it has been evolving according to technological advances and the roles that family members perform. Whether they prepare their food at home or decide to eat outside the home in certain places known as restaurants to offer prepared fo...

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Autores principales: Kaplan Navarro, José César, Hermosillo Anduaga, Gustavo, Yocupicio Solorio, Adriana
Formato: Online
Lenguaje:spa
Publicado: UNIVERSIDAD DE SONORA 2022
Acceso en línea:https://revistainvestigacionacademicasinfrontera.unison.mx/index.php/RDIASF/article/view/472
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spelling oai:https:--revistainvestigacionacademicasinfrontera.unison.mx:article-4722023-05-30T18:28:45Z SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT SERVQUAL: CALIDAD EN EL SERVICIO DE UN RESTAURANTE DE MARISCOS Kaplan Navarro, José César Hermosillo Anduaga, Gustavo Yocupicio Solorio, Adriana Servqual service quality competitiveness Servqual calidad del servicio competitividad Human beings by nature have always required feeding, the way to do it has been evolving according to technological advances and the roles that family members perform. Whether they prepare their food at home or decide to eat outside the home in certain places known as restaurants to offer prepared food to the general public. History has shown that restaurants have been developing different ways of serving their customers in order to meet the demands that the market requires. The foregoing has caused the restaurant industry in Mexico to be an important source of investment and income, and since it is from the service sector, it has a significant impact on the development of other economic sectors through the consumption of inputs that the industry demands. According to data from INEGI (2021), in Mexico the restaurant industry accumulated 12.2% of all businesses in the country with 581 thousand 530 economic units that generate more than 2 million jobs. In order to identify what the client expects from the organization; This project shows the results obtained from the application of the SERVQUAL service quality methodology that evaluates five aspects: reliability, responsiveness, security, empathy and tangible elements. The above will undoubtedly be very useful for better decision making. Desde siempre el ser humano por naturaleza requiere alimentarse, la forma de hacerlo ha venido evolucionando conforme a los avances tecnológicos y los roles que los integrantes de las familias realizan. Ya sea que preparen sus alimentos en el hogar o que decidan alimentarse fuera del hogar en sitios determinados conocidos como restaurantes para ofrecer alimentos preparados  al público en general. La historia ha mostrado que los restaurantes han venido desarrollando diferentes maneras de atención a sus clientes a fin de cumplir con las exigencias que el mercado requiere.  Lo anterior, ha originado que en México la industria restaurantera sea fuente importante de inversiones e ingresos, y que al ser del sector servicios impacte de manera significativa en el desarrollo de otros sectores económicos vía consumo de insumos que la industria demanda. Según datos de INEGI (2021), en México la industria restaurantera acumuló el 12.2% de todos los negocios del país con 581 mil 530 unidades económicas que generan más de 2 millones de empleos.  Con la finalidad de identificar lo que el cliente espera de la organización; en este proyecto se muestran los resultados obtenidos de la aplicación de la metodología SERVQUAL de calidad en el servicio que evalúa cinco aspectos: fiabilidad, capacidad de respuesta, seguridad, empatía y elementos tangibles. Lo anterior, sin duda será de gran utilidad para una mejor toma de decisiones. UNIVERSIDAD DE SONORA 2022-06-19 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/xml https://revistainvestigacionacademicasinfrontera.unison.mx/index.php/RDIASF/article/view/472 10.46589/rdiasf.vi38.472 Revista de Investigación Académica Sin Frontera: División de Ciencias Económicas y Sociales; Núm. 38 (15): Julio - Diciembre 2022 2007-8870 10.46589/rdiasf.vi38 spa https://revistainvestigacionacademicasinfrontera.unison.mx/index.php/RDIASF/article/view/472/581 https://revistainvestigacionacademicasinfrontera.unison.mx/index.php/RDIASF/article/view/472/634 Derechos de autor 2022 https://creativecommons.org/licenses/by-nc-nd/4.0
institution Revista de Investigación Académica sin Frontera
collection OJS
language spa
format Online
author Kaplan Navarro, José César
Hermosillo Anduaga, Gustavo
Yocupicio Solorio, Adriana
spellingShingle Kaplan Navarro, José César
Hermosillo Anduaga, Gustavo
Yocupicio Solorio, Adriana
SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
author_facet Kaplan Navarro, José César
Hermosillo Anduaga, Gustavo
Yocupicio Solorio, Adriana
author_sort Kaplan Navarro, José César
title SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
title_short SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
title_full SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
title_fullStr SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
title_full_unstemmed SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT
title_sort servqual: quality in the service of a seafood restaurant
description Human beings by nature have always required feeding, the way to do it has been evolving according to technological advances and the roles that family members perform. Whether they prepare their food at home or decide to eat outside the home in certain places known as restaurants to offer prepared food to the general public. History has shown that restaurants have been developing different ways of serving their customers in order to meet the demands that the market requires. The foregoing has caused the restaurant industry in Mexico to be an important source of investment and income, and since it is from the service sector, it has a significant impact on the development of other economic sectors through the consumption of inputs that the industry demands. According to data from INEGI (2021), in Mexico the restaurant industry accumulated 12.2% of all businesses in the country with 581 thousand 530 economic units that generate more than 2 million jobs. In order to identify what the client expects from the organization; This project shows the results obtained from the application of the SERVQUAL service quality methodology that evaluates five aspects: reliability, responsiveness, security, empathy and tangible elements. The above will undoubtedly be very useful for better decision making.
publisher UNIVERSIDAD DE SONORA
publishDate 2022
url https://revistainvestigacionacademicasinfrontera.unison.mx/index.php/RDIASF/article/view/472
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