Gestión de calidad del servicio y la satisfacción del cliente en los restaurantes de Sullana

Abstract

Service quality and customer satisfaction are variables that SMEs (Small and Medium-Sized enterprises, acronyms in English) should take into account to achieve a high level of competitiveness. The general objective of this article was to determine the relationship between service quality and customer satisfaction in restaurants in Sullana (Peru) during 2019. The design and approach of this research were quantitative-non-experimental and descriptive-correlative research. From an infinite population of customers who go to restaurants located in the Sullana district, a sample of 384 customers was taken to apply the survey. Results are presented as follows: regarding the service quality, 68.3% consider themselves to be fully satisfied. Concerning customer satisfaction, 69% are fully satisfied while 45.8% agree that the establishments in the district have modern equipment, attractive facilities, and materials, as well as neat looking staff. Also, 41.1% are fully satisfied with the response capacity, and 57.8% of the surveyed customers are satisfied with the security service provided within the premises. Finally, it is concluded that service quality is significantly related to customer satisfaction in Sullana restaurants.