Evaluación del nivel de satisfacción del cliente en el restaurante La Concha
Fecha
2014-07-23
Autores
Pérez Ortega, Alejandro
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La presente investigación fue realizada en el restaurante La Concha, ubicado en la ciudad de Santa Clara, con el objetivo de diseñar un indicador del nivel de satisfacción de los clientes (NSC), que contemple las características y particularidades del restaurante y permita conocer objetivamente su opinión con el servicio brindado. Se hace un análisis de la literatura referente a temas como: nivel de satisfacción del cliente, indicadores del NSC y procedimientos para medir el índice de satisfacción de los clientes. Se identifican los elementos del servicio más representativos del proceso en dicha entidad, se diseñan indicadores para medir estos de forma independiente, así como integrada y se evalúan en el objeto de estudio, lo que ofrece como resultado la perspectiva de los clientes en cuanto a cada elemento y de manera general. Se propone un plan de mejora que contribuya a elevar la calidad del servicio a percibir por los clientes, tomando como base los elementos de resultados más desfavorables. Para el desarrollo del estudio se aplicaron un conjunto de técnicas como: revisión de documentos, observación directa, entrevistas, aplicación de cuestionarios, tormenta de ideas, métodos multicriterios, entre otras.
This research was carried out in the La Concha Restaurant found in Santa Clara city with an objective of designing a customer satisfaction level indicator that contemplates the characteristics and particularities of the restaurant and permits to know the objective opinion of the customer. To achieve the objective said, a literature review of topics such as: customer satisfaction level, customer service indicators and procedures to measure customer satisfaction index was carried out. Besides, a series of techniques are applied like: revision of documents, interviews, application of questionnaires, brain storming, multicriteria decision methods among others. From the representative service variables, a questionnaire that allows to know the opinion of the customers is elaborated. Also, indicators which contemplate the customers’ perspectives on the service offered in the restaurant in an integral form are elaborated. The principal results of this study are directed at the identification of the service elements in which the customers are not satisfied on a large scale. The causes of the customers’ complaints were analyzed and from the results obtained, an improvement plan that enables the organization to elevate the quality of the service offered was proposed.
This research was carried out in the La Concha Restaurant found in Santa Clara city with an objective of designing a customer satisfaction level indicator that contemplates the characteristics and particularities of the restaurant and permits to know the objective opinion of the customer. To achieve the objective said, a literature review of topics such as: customer satisfaction level, customer service indicators and procedures to measure customer satisfaction index was carried out. Besides, a series of techniques are applied like: revision of documents, interviews, application of questionnaires, brain storming, multicriteria decision methods among others. From the representative service variables, a questionnaire that allows to know the opinion of the customers is elaborated. Also, indicators which contemplate the customers’ perspectives on the service offered in the restaurant in an integral form are elaborated. The principal results of this study are directed at the identification of the service elements in which the customers are not satisfied on a large scale. The causes of the customers’ complaints were analyzed and from the results obtained, an improvement plan that enables the organization to elevate the quality of the service offered was proposed.
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Palabras clave
Organización del Trabajo, Limpieza y Eficiencia, Calidad del Servicio, Restaurante La Concha, Villa Clara, Satisfacción del Cliente, Servicio al Cliente