Calidad del servicio y la satisfacción de los clientes del Restaurante Rachy´s de la ciudad de Guayaquil.

Abstract

The following research is a study of the quality ofservice and the customer satisfaction of Rachy’s restaurant in the city of Guayaquil. The number of restaurants has been increasing and this leads to a more demanding and competitive market and quality of service. The main objective of this study is to determine the relationship between the quality of service and Rachy’s customer satisfaction in the city of Guayaquil, through a field research for the design of strategies to improve customer service. The research methodology was based on a mixed approach: in the quantitative, a Servqual methodology, and the information was obtained through surveys of customers who spend in Rachy’s restaurant. The results obtained showed customer dissatisfaction, such as: the staff doesn’t give clients a personalized treatment and a fast and timely service, they are not trained and the restaurant lack cleanliness in the bathrooms and some areas of the dining room. A qualitative research was also carried out in order to have a deeper knowledge of the restaurant’s personnel. Once the main findings were discovered, we propose training strategies for service staff so there can be a higher customer satisfaction and thus create a competitive advantage within the company.