Evaluación de la calidad del servicio en la UEB Cuba Catering de Santa Clara
Fecha
2012-07-20
Autores
Pocurull Monteagudo, Juan Carlos
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El presente Trabajo de Diploma se realiza en la UEB Cuba Catering de Santa Clara, situada en el Aeropuerto Internacional ¨Abel Santamaría Cuadrado¨, entidad encargada del servicio de gastronomía en el aeropuerto y de proveer de insumos y servicios de avituallamiento a las aerolíneas con las cuales se mantienen contrato, así como las que lo soliciten de forma eventual. Debido a la necesidad de contar con un instrumento de medida, bien fundamentado, que posibilite la medición de la calidad del servicio, el grado de satisfacción de sus clientes y formular estrategias que permitan el mejor desempeño de la organización. Dicha investigación tiene como objetivo general evaluar la calidad del servicio en la UEB Catering de Santa Clara de manera que se conozcan las prioridades y necesidades de los clientes que visitan la instalación, logrando la satisfacción de los mismos, trayendo esto consigo mayores beneficios económicos para la entidad. Para lograr este objetivo fue necesario conformar una fundamentación teórica en la que se abordan diferentes conceptos referidos a la gestión de calidad, la calidad en los servicios, herramientas más utilizadas para la medición, entre otros aspectos. Posteriormente se realiza un diagnóstico de calidad en la UEB, detectándose como problema fundamental la variedad en la oferta, proponiéndose acciones de mejoras para este indicador y finalmente se propone un procedimiento para medir la calidad en el servicio que se presta en la UEB Cuba Catering de Santa Clara, con el objetivo de detectar acciones de mejoras encaminadas a elevar el grado de satisfacción de los clientes.
The present Work of Diploma is carried out in the UEB Cuba Catering of Santa Clara, located in the International Airport ¨Abel Santamaría Cuadrado¨, entity in charge of the gastronomy service in the airport and of providing from inputs and provisioning services to the airlines with which stay contract, as well as those that request it in an eventual way. Due to the necessity of to have a measure instrument, well based, that facilitates the mensuration of the quality of the service, the grade of their clients' satisfaction and to formulate strategies that allow the best acting in the organization. This investigation has as general objective to evaluate the quality of the service in the UEB Catering of Santa Clara so that the priorities and the clients' necessities are known that visit the installation, achieving the satisfaction of the same ones, bringing this gets bigger economic benefits for the entity. To achieve this objective it was necessary to conform a theoretical foundation in the one that different concepts are approached referred to the administration of quality, the quality in the services, tools more used for the mensuration, among other aspects. Later on he/she is carried out a diagnosis of quality in the UEB, detecting you as fundamental problem the variety in the offer, intending actions of improvements for this indicative one and finally he/she intends a procedure to measure the quality in the service that is lent in the UEB Cuba Catering of Santa Clara, with the objective of detecting actions of improvements guided to elevate the grade of the clients' satisfaction.
The present Work of Diploma is carried out in the UEB Cuba Catering of Santa Clara, located in the International Airport ¨Abel Santamaría Cuadrado¨, entity in charge of the gastronomy service in the airport and of providing from inputs and provisioning services to the airlines with which stay contract, as well as those that request it in an eventual way. Due to the necessity of to have a measure instrument, well based, that facilitates the mensuration of the quality of the service, the grade of their clients' satisfaction and to formulate strategies that allow the best acting in the organization. This investigation has as general objective to evaluate the quality of the service in the UEB Catering of Santa Clara so that the priorities and the clients' necessities are known that visit the installation, achieving the satisfaction of the same ones, bringing this gets bigger economic benefits for the entity. To achieve this objective it was necessary to conform a theoretical foundation in the one that different concepts are approached referred to the administration of quality, the quality in the services, tools more used for the mensuration, among other aspects. Later on he/she is carried out a diagnosis of quality in the UEB, detecting you as fundamental problem the variety in the offer, intending actions of improvements for this indicative one and finally he/she intends a procedure to measure the quality in the service that is lent in the UEB Cuba Catering of Santa Clara, with the objective of detecting actions of improvements guided to elevate the grade of the clients' satisfaction.
Descripción
Palabras clave
UEB Cuba Catering, Santa Clara, Aeropuerto Internacional "Abel Santamaría Cuadrado", Servicio de Gastronomía, Calidad de los Servicios, Servicios de Avituallamiento