Resumo

BECERRA-GODINEZ, Juan Alexis; SERRALDE-COLOAPA, José Leonardo; RAMIREZ-ARELLANO, Aldo  e  ACOSTA-GONZAGA, Elizabeth. Factors that quantify the perception of quality in customer service in a Mexican restaurant. CienciaUAT [online]. 2022, vol.16, n.2, pp.73-84.  Epub 16-Maio-2022. ISSN 2007-7858.  https://doi.org/10.29059/cienciauat.v16i2.1568.

One of the most prominent industries in the Mexican economy is the restaurant industry. Its importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this work was to identify the factors that comprise service quality perception in a Mexican restaurant. For that purpose, we employed the DINESERV instrument, through a quantitative approach and a confirmatory factor analysis. Results showed that the DINESERV instrument is valid for Mexican restaurants. Likewise, the factors that make up customer service were identified, emphasizing the aspects such as tangibility, reliability, response and empathy. Factors such as competent and experienced staff, always keeping in mind the interests of the client, the appearance of the service personnel´s clothing and cleanliness are key elements for the restaurant to generate greater satisfaction in its customers.

Palavras-chave : DINESERV; quality service; customer satisfaction; restaurant; SMEs.

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