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Investigación administrativa

versão On-line ISSN 2448-7678versão impressa ISSN 1870-6614


MONROY CESENA, Mauro Alejandro  e  URCADIZ CAZARES, Francisco Javier. Service Quality incidence on commensal´s satisfaction in restaurants La Paz, Mexico. Investig. adm. [online]. 2019, vol.48, n.123. ISSN 2448-7678.

The goal is to determine the average perception of quality in the service (CS) and its incidence in the means of customer satisfaction (CS) in 54 restaurants attached to the National Chamber of Restaurants and Seasoned Foods Civil Association of La Paz, Baja California Sur. The method was implemented by surveys to diners valuing five dimensions (facilities, accessibility, human capital, atmosphere and food) and a series of analysis of variance where the factors were the types of specialties of Restaurants. The results reveal that the CS and SC dimensions did not have significant differences except in the atmosphere and food dimensions. This finding reveals that it is necessary to carry out a strategic analysis of the service for the Entrepreneurs. The originality consisted in measuring the SC in relation to the CS which presented a global r =0.81. One limitation was that only the population was segmented by sex.

Palavras-chave : Quality; services; satisfaction; restaurants.

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