The thesis presented below has been developed as part of the final exercise of completion of studies to obtain the degree of Bachelor of Tourism by Héctor Brian Ramírez Negret. To download it completely you can do it through the following link: http://adf.ly/1W8PZa
The present investigation was carried out with the objective of evaluating the satisfaction index of the external client in the restaurants Don Cangrejo and Tocororo belonging to the Grupo Empresarial Extrahotelero Palmares SA (GEEP), determining in turn the factors that affect the quality from service.
To complete the study, a satisfaction survey was applied to a sample of clients who come to the investigated facilities. These surveys were processed through the methodology established in the GEEP Procedures Manual (2007). They were also applied tools statistics, such as the Tarjado method, frequency histograms and the Pareto Diagram, to collect and analyze the results obtained.
Through the direct observation technique, the level of compliance with the standards established for the processes, culinary preparation and gastronomic service. A checklist reported by Prieto (2011) and modified by the author of the present investigation was applied, responding to the characteristics of the entities studied.
The results derived from the work allowed concluding that the main insufficiencies of the restaurants The examinees were referred to the quality of the offer of food and beverages, and the knowledge of a foreign language by the contact personnel. However, these deficiencies do not have a marked impact on the general perception of service quality. Likewise, upon inspecting the culinary preparation and gastronomic service processes, no appreciable flaws were detected.
Finally, action proposals were defined that will enable continuous improvement in the quality of services and will contribute to raising the level of customer satisfaction.
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