PLAN TO IMPROVE THE QUALITY OF THE FOOD AND BEVERAGE SERVICE AT THE HOTEL MELIÁ CAYO COCO
Investigation article
Keywords:
service quality, SERVQUAL, expectations, perceptionsAbstract
This article starts with the growing relevance that the topic of quality has taken as a strategic imperative to ensure the viability and organizational success. The main purpose is to present the results of the perceived service quality measured in the Guarantee Court of the city of Puerto Montt through the SERVQUAL model. To this end, a questionnaire was collected with 16 indicators, representing the five dimensions indicated by Parasuraman, Zeithaml and Berry, measured on a Likert scale of 5 points, which was applied to people over 18 who were users of the Court of Guarantee on the dates of December 2013 and June 2018. The highest levels of expectations were found in the dimensions: reliability, security, and tangible aspects, while those perceived as having the highest quality were empathy and tangible aspects.In general, service quality levels were unfavorable or negative, mainly because the user’s expectations for their perceptions were not exceeded. This information is valuable because it can be used by the organization to improve those attributes of greater relevance to users.
Keywords: service quality; SERVQUAL; expectations; perceptions.
Downloads
References
Aguilar, S. (2005). Fórmulas para el cálculo de la muestra en investigaciones de salud. Salud en Tabasco, 11, 338, Article 1-2.
Anderson, D. R., Sweeney, D. J., Williams, T. A., Camm, J. F., & Cochran, J. J. (2018). Statistics for business & economics. Cengage Learning.
Bustamante, M., Zerda, E., & Francisco, M. (2019). Fundamentos de calidad de servicio, el modelo Servqual. Revista Empresarial, 13, 15, Article 2. https://doi.org/DOI: 10.23878/empr.v13i2.159
Cabana, V., Segundo, R., Gálvez, P., & Muñoz, C. (2015). Variables críticas en las ventajas competitivas de restaurantes gourmet, La Serena, Chile. Cuadernos de Administración, 31, 67, Article 54.
Causado, E., Charris, A., & Guerrero, E. (2019). Mejora Continua del Servicio al Cliente Mediante ServQual y Red de Petri en un Restaurante de Santa Marta, Colombia. Información Tecnológica, 30, 84, Article 2. https://doi.org/http://dx.doi.org/10.4067/S0718-07642019000200073
Chang Lau, I. C. (2003). Metodología, para la satisfacción del cliente e identificación de sus correspondientes acciones de mejoramiento.
Jebraeily, M., Rahimi, B., Fazlollahi, Z., & Lotfnezhad, H. (2019). Using SERVQUAL Model to Assess Hospital Information System Service Quality. Hormozgan Medical Journal, 23, 6, Article 1. https://doi.org/ 10.5812/hmj.86977.
Martins, A., Crespo , J., Ramos, T., & Fael, J. (2015). Assessing Obstetrics Perceived Service Quality at a Public Hospital. Procedia - Social and Behavioral Sciences 181, 422. https://doi.org/10.1016/j.sbspro.2015.04.904
Meesala and J. Paul. “Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future”. Journal of Retailing and Consumer Services. Vol. 40, pp. 261-269. 2018. https://doi.org/10.1016/j.jretconser.2016.10.011
M. Kumar, K. Sujit and V. Charles. “Deriving managerial implications through SERVQUAL gap elasticity in UAE banking”, International Journal of Quality & Reliability Management, Vol. 35 Issue 4, pp. 940-964. 2018. DOI: 10.1108/IJQRM-10-2016-0176. ISSN: 0265-671X https://doi.org/10.1108/IJQRM-10-2016-0176
Parasuraman, V. Zeithaml, and L. Berry. “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing. Vol. 64, Issue 1, pp. 12-40. 1988.
P. Demir, M. Gul and A. Fuat Guneri. “Evaluating occupational health and safety service quality by SERVQUAL: a field survey study”. Total Quality Management & Business Excellence. 2018. DOI: 10.1080/14783363.2018.1433029.
Rezaei, J., Kothadiya, O., Tavasszy, L., & Kroesen, M. (2018). Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tourism Management, 66, 93. https://doi.org/10.1016/j.tourman.2017.11.009
Trujillo, J. V. y. A. (2018). El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México. Contaduría y Adminis tración63, 22. doi:http://dx.doi.org/10.1016/j.cya.2016.07.003
Vera, J., & Trujillo, A. (2017). Escala mexicana de calidad en el servicio en restaurantes (EMCASER). INNOVAR. Revista de Ciencias Administrativas y Sociales, 27, 59, Article 63.
Vera, J., & Trujillo, A. (2018). El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México. Contaduría y Administración 63, 22, Article 2. https://doi.org/http://dx.doi.org/10.1016/j.cya.2016.07.003
