Open AccessQuality of service; A view at the food and beverage establishments of a municipality in southern Sonora
Author(s) -
María Marysol Baez-Portillo,
Andrea Carolina Valenzuela-Cadena,
Oscar Ernesto Hernández-Ponce
Publication year - 2019
Publication title -
agenda viva
Language(s) - English
Resource type - Journals
ISSN - 2519-7215
DOI - 10.35429/jes.2019.4.3.1.10
Subject(s) - servqual , service quality , quality (philosophy) , service (business) , marketing , food service , contingency , business , advertising , psychology , linguistics , philosophy , epistemology
The main objective of the investigation was to determine the level of quality of the service provided in the food and beverage establishments of Huatabampo Sonora. The methodology used in this research work has a quantitative approach and is descriptive non-experimental cross-section. Therefore, a documentary investigation was carried out to give theoretical support to the selected instrument. He multidimensional quantitative model called Dineserv, developed by Stevens, Knutson and Patton, (1995) cited by Guzmán and Cárcamo (2014), derived from the Servqual or Service Quality methodology of the authors Parasuraman was used to perform the service quality assessment , Zeithaml and Berry (1985). The results showed that the food and beverage establishments evaluated have a high level of service quality. To mention other results you can say that the contingency tables showed no significant differences in the age and gender of the subject in relation to the perception of service quality. Finally, it is observed that there is a significant positive correlation between the dimensions.