Open AccessDiagnosis of Customer Expectations and Perceptions in Restaurants in the State of Tlaxcala
Author(s) -
Sandra Karina Saldaña Conde,
Crisanto Tenopala Hernández,
Elizabeth Montiel Huerta,
Gerardo Islas Téllez,
Alejandra Torres López
Publication year - 2022
Publication title -
european journal of business and management research
Language(s) - English
Resource type - Journals
ISSN - 2507-1076
DOI - 10.24018/ejbmr.2022.7.1.1308
Subject(s) - servqual , marketing , business , service quality , service (business) , quality (philosophy) , value (mathematics) , perception , customer satisfaction , psychology , mathematics , philosophy , epistemology , neuroscience , statistics
The restaurant industry is one of the main productive sectors in Mexico that generates an important economic benefit for the country, Mexican food in particular is recognized throughout the world for its great value and historical contribution. Derived from its importance, it is significant to consider offering quality customer service; However, if you want to improve the Mexican food restaurant sector, you must start by addressing all the problems that commonly occur in establishments on a day-to-day basis, derived from the support of a company with home delivery service in the state of Tlaxcala significant increase in customer complaints was detected, such as; they do not deliver as promised, slow service, poor attention from employees and even some complaints with food hygiene. The objective of the research is to analyze the perception and expectations of customers and identify the factors that impact the quality of the service received in Mexican food restaurants in the central area of the state of Tlaxcala, taking the Servqual model as a reference. The Servqual instrument adapted to 45 clients was applied to know their expectations and perceptions, the research was carried out in 3 Mexican food restaurants located in: Apizaco, Chiautempan and Tlaxcala Capital. The results showed that customers are not satisfied with the service they receive from restaurants because in the gap analysis all variables are negative, although the difference between expectations and perceptions is not so significant, so they generally agree. depending on the service received. The most critical variables or those with the greatest impact are responsiveness and empathy.