Factors that quantify the perception of quality in customer service in a Mexican restaurant

importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this...

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Main Authors:	Becerra-Godínez†, Juan Alexis, Serralde-Coloapa, José Leonardo, Ramírez-Arellano, Aldo, Acosta-Gonzaga, Elizabeth
Format:	Online
Language:	spa
Published:	Universidad Autónoma de Tamaulipas 2022
Online Access:	https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568
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spelling	oai:ojs.pkp.sfu.ca:article-15682022-12-08T18:19:44Z Factors that quantify the perception of quality in customer service in a Mexican restaurant Factores que cuantifican la percepción de calidad en el servicio al cliente en un restaurante mexicano Becerra-Godínez†, Juan Alexis Serralde-Coloapa, José Leonardo Ramírez-Arellano, Aldo Acosta-Gonzaga, Elizabeth DINESERV quality service customer satisfaction restaurant SMEs DINESERV calidad del servicio satisfacción del cliente industria restaurantera PyME importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this work was to identify the factors that comprise service quality perception in a Mexican restaurant. For that purpose, we employed the DINESERV instrument, through a quantitative approach and a confirmatory factor analysis. Results showed that the DINESERV instrument is valid for Mexican restaurants. Likewise, the factors that make up customer service were identified, emphasizing the aspects such as tangibility, reliability, response and empathy. Factors such as competent and experienced staff, always keeping in mind the interests of the client, the appereance of the service personnnel´s clothing and cleanliness are key elements for the restaurant to generate greater satisfaction in its customers. Una de las industrias más destacadas de la economía mexicana es la restaurantera. Su importancia, debido a su número de empresas, creación de empleos y emprendimientos, ha ocasionado que se genere un alto índice de competitividad. Esto provoca que se busquen estrategias para mejorar la calidad del servicio que ofrecen, con el propósito de retener y atraer clientes. El objetivo de este trabajo fue identificar los factores que conforman la percepción de la calidad en el servicio en un restaurante mexicano. Para ello, se utilizó el instrumento DINESERV, mediante un enfoque cuantitativo y un análisis factorial confirmatorio. Los resultados mostraron que el instrumento DINESERV es válido para restaurantes mexicanos. Asimismo, se detectaron los factores que integran el servicio al cliente, enfatizando los aspectos de tangibilidad, confiabilidad, respuesta y empatía. Características como personal competente y con experiencia, tener siempre presente los intereses del cliente y la apariencia de la vestimenta y limpieza del personal de servicio son elementos clave para que el restaurante genere mayor satisfacción en sus clientes. Universidad Autónoma de Tamaulipas 2022-01-31 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html text/xml https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568 10.29059/cienciauat.v16i2.1568 CienciaUAT; Vol 16 No. 2. January-June 2022 ; 73-84 CienciaUAT; Vol. 16 No. 2: Enero-Junio 2022 ; 73-84 2007-7858 2007-7521 spa https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568/921 https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568/927 https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568/940 Derechos de autor 2022 Universidad Autónoma de Tamaulipas https://creativecommons.org/licenses/by-nc-sa/4.0
institution	CIENCIA UAT
collection	OJS
language	spa
format	Online
author	Becerra-Godínez†, Juan Alexis Serralde-Coloapa, José Leonardo Ramírez-Arellano, Aldo Acosta-Gonzaga, Elizabeth
spellingShingle	Becerra-Godínez†, Juan Alexis Serralde-Coloapa, José Leonardo Ramírez-Arellano, Aldo Acosta-Gonzaga, Elizabeth Factors that quantify the perception of quality in customer service in a Mexican restaurant
author_facet	Becerra-Godínez†, Juan Alexis Serralde-Coloapa, José Leonardo Ramírez-Arellano, Aldo Acosta-Gonzaga, Elizabeth
author_sort	Becerra-Godínez†, Juan Alexis
title	Factors that quantify the perception of quality in customer service in a Mexican restaurant
title_short	Factors that quantify the perception of quality in customer service in a Mexican restaurant
title_full	Factors that quantify the perception of quality in customer service in a Mexican restaurant
title_fullStr	Factors that quantify the perception of quality in customer service in a Mexican restaurant
title_full_unstemmed	Factors that quantify the perception of quality in customer service in a Mexican restaurant
title_sort	factors that quantify the perception of quality in customer service in a mexican restaurant
description	importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this work was to identify the factors that comprise service quality perception in a Mexican restaurant. For that purpose, we employed the DINESERV instrument, through a quantitative approach and a confirmatory factor analysis. Results showed that the DINESERV instrument is valid for Mexican restaurants. Likewise, the factors that make up customer service were identified, emphasizing the aspects such as tangibility, reliability, response and empathy. Factors such as competent and experienced staff, always keeping in mind the interests of the client, the appereance of the service personnnel´s clothing and cleanliness are key elements for the restaurant to generate greater satisfaction in its customers.
publisher	Universidad Autónoma de Tamaulipas
publishDate	2022
url	https://revistaciencia.uat.edu.mx/index.php/CienciaUAT/article/view/1568
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Factors that quantify the perception of quality in customer service in a Mexican restaurant

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