Análisis de las principales implicaciones del servicio al cliente en la cadena de restaurantes “la tradición” de la ciudad de Quito, cantón Quito, sector Centro Histórico en el primer semestre del año 2021

Abstract

This academic article aims to evaluate in a concise and precise way how customer service is being carried out in a restaurant chain registered under the trade name of "La Tradición" in the city of Quito, in this context it seeks to improve the positioning of the brand of said establishment in order to ensure operational continuity that allows the achievement of economic objectives at the local level. For the purposes of the study, a theoretical-documentary review of the importance of customer service, the role of the employee in the negotiation processes, among other aspects, is generated. Through the establishment of a descriptive, analytical and explanatory methodology, it seeks to clarify the origin of the factors that are negatively affecting the restaurant's customer service. For such purposes, the use of mixed analyzes through interviews and surveys segmented a conglomerate of 75 diners as a non-probabilistic convenience sample using the SERVQUAL model. Therefore, before identifying the need, a series of suggestions and strategies are presented that promote a better behavior of the acceptability indexes of local consumers in terms of the type of service they receive, the way in which they disseminate or recommend to the entity, to achieve the object of study and provide the necessary tools for decision-making by the owner of the economic unit.