Análisis de las expectativas de calidad del servicio en los locales de comida típica del sector El Descanso, parroquia San Cristóbal, cantón Paute, provincia del Azuay, mediante el modelo SERVQUAL

Abstract

Service quality in traditional food establishments has gained great relevance, especially in rural areas, as these establishments respond to consumer needs in the social, cultural, and economic spheres. Based on this context, it is understood that understanding customer expectations is essential to improving the way service is provided and strengthening local identity as well as increasing business competitiveness. The study's main objective was to analyze expectations regarding the quality of service provided by traditional food restaurants located in the province of Azuay, specifically in the El Descanso sector, San Cristóbal parish, Paute canton. To conduct the research, the SERVQUAL model was applied, which is composed of 22 items and evaluates five dimensions: tangibility, reliability, responsiveness, security, and empathy.