<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2448-7678</journal-id>
<journal-title><![CDATA[Investigación administrativa]]></journal-title>
<abbrev-journal-title><![CDATA[Investig. adm.]]></abbrev-journal-title>
<issn>2448-7678</issn>
<publisher>
<publisher-name><![CDATA[Instituto Politécnico Nacional, Escuela Superior de Comercio y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2448-76782019000100006</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad en el servicio y su incidencia en la satisfacción del comensal en restaurantes de La Paz, México]]></article-title>
<article-title xml:lang="en"><![CDATA[Service Quality incidence on commensal´s satisfaction in restaurants La Paz, Mexico]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Monroy Ceseña]]></surname>
<given-names><![CDATA[Mauro Alejandro]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Urcádiz Cázares]]></surname>
<given-names><![CDATA[Francisco Javier]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Instituto Tecnológico de La Paz  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Instituto Tecnológico de La Paz  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2019</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2019</year>
</pub-date>
<volume>48</volume>
<numero>123</numero>
<fpage>0</fpage>
<lpage>0</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2448-76782019000100006&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2448-76782019000100006&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2448-76782019000100006&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen: El objetivo es determinar la percepción promedio de la calidad en el servicio (CS) y su incidencia en las medias de la satisfacción del cliente (SC) en 54 restaurantes adscritos a la Cámara Nacional de Restaurantes y Alimentos Condimentados, A.C. de La Paz, Baja California Sur. El método se realizó mediante encuestas a comensales valorando cinco dimensiones (instalaciones, accesibilidad, capital humano, atmósfera y la comida) y una serie de análisis de varianza donde los factores fueron los tipos de especialidades de restaurantes. Los resultados revelan que los dimensiones de la CS y SC no presentaron diferencias significativas, excepto en el factor atmósfera y comida. Este hallazgo revela que es necesario realizar un análisis estratégico del servicio para los empresarios. La originalidad consistió en medir la SC en relación a la CS la cual presentó una r=0.9 global. Una limitación fue que solo se segmenta a la población por sexo.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract: 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.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Calidad]]></kwd>
<kwd lng="es"><![CDATA[servicio]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[restaurantes]]></kwd>
<kwd lng="en"><![CDATA[Quality]]></kwd>
<kwd lng="en"><![CDATA[services]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[restaurants]]></kwd>
</kwd-group>
</article-meta>
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