Análisis del nivel de satisfacción de los usuarios del servicio de restaurantes en la Isla San Cristóbal, provincia de Galápagos.

Abstract

This thesis focuses on understanding the level of user satisfaction in restaurants on San Cristóbal Island. The research was carried out through the application of surveys, observation and interviews with national and foreign tourists who visited the eleven restaurants that were part of the sample. The main objective of the research was to analyze the factors that influence the satisfaction of restaurant users on San Cristóbal Island, in order to propose an improvement plan to increase the level of satisfaction of restaurant service users on San Cristóbal Island. To this end, models and theories were identified for the development of measurement tools and the current level of satisfaction of diners was analyzed to determine an improvement plan. The methodology used was based on the application of the Dinex data sheet to obtain the critical points of shortcomings of satisfaction in the restaurants frequented by tourists on San Cristóbal Island. In addition, the survey tool was applied to national and foreign tourists who were within the eleven restaurants that were part of the sample. The research concluded with an improvement plan based on the Dinex form, which identifies the critical variables to be improved. It is recommended to improve the training offered to tourism businesses, the professionalization of the staff and the replication of the study once the improvements are implemented to measure the impact on customer satisfaction. This analysis provides a solid foundation for future research in the restaurant industry and related fields, with the goal of improving the quality of service and customer experience on San Cristobal Island.