Service quality and consumer satisfaction in a Peruvian restaurant
DOI:
https://doi.org/10.56926/unaaaciencia.v3i1.70Keywords:
personalized attention, customer experience, customer loyalty, responsiveness, empathyAbstract
Despite its varied gastronomic offerings, Sacha Culantro restaurant faces service quality problems that affect the satisfaction of its customers, who have reported delays in orders and other complaints. The need to satisfy an increasingly demanding and changing clientele requires that service prioritize both customer relations and product quality. The objective of this study was to determine the relationship between service quality and consumer satisfaction at Sacha Culantro. Specific objectives included evaluating aspects such as tangibility, reliability, responsiveness, safety and empathy. The research was of basic type, relational level and non-experimental design, with a sample of 278 consumers. The survey was used as a technique and the questionnaire as an instrument. Statistical analyses with Spearman revealed significant and positive relationships between the aspects evaluated and consumer satisfaction (Rho=0.601; 0.589; 0.606; 0.601; 0.609; p=0.000). In conclusion, there is a positive and significant association between service quality and consumer satisfaction, with a Spearman coefficient of 0.608.
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Copyright (c) 2024 Kassandra Pérez-Sánchez, Russy Bernales-Villanueva, Willian Choy-Reategui, Janeth Carbajal-Ramírez, Segundo Fasanando-García
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