| dc.description.abstract | El presente estudio centraliza su atención en el Restaurante Casa de Piedra ubicado en la Calera Cundinamarca, donde a través de un diagnostico se determinó que en el último año se ha observado una fluctuación en las ventas, situación que ha conllevado a explorar dentro de este contexto el conocer las percepciones de los consumidores que, de acuerdo con sus apreciaciones poder establecer las causas de la problemática presente. En ese sentido se propuso como objetivo general Investigar y describir mediante la recolección de información, la percepción que se tiene de la calidad del servicio, producto, y atención del Restaurante Casa de Piedra, lo cual conduzca a construir estrategias para una experiencia diferente a sus consumidores.
Metodológicamente se caracteriza por ser un estudio con enfoque cuantitativo, elaborado bajo un diseño de campo con alcance descriptivo-analítico. La muestra estuvo constituida por 52 personas, a quienes se les aplicó un instrumento tipo encuesta diseñada bajo el modelo de expectativas SERVQUAL con escalas tipo Likert. Los resultados alcanzados ponen en evidencia que el restaurante confirma la aceptación del público objetivo, pues cuenta con excelentes instalaciones, atención y productos de primera calidad. En líneas generales, se concluye que existe una percepción positiva de parte de la cartera de clientes, no obstante, existen algunos aspectos que es necesario considerar para fortalecer el negocio y estar a la altura de los exigentes requerimientos en calidad de servicio de los consumidores y de la competencia directa de los Restaurantes locales. | |
| dc.description.abstractenglish | This study focuses its attention on the Casa de Piedra restaurant located in La Calera, where through a diagnosis it was determined that in the last year a fluctuation in sales has been observed, a situation that has led to explore within this context to know the perceptions of consumers and based on their opinions to establish the causes of the current problem. In this sense, it was proposed as a general research objective to describe, through the collection of information, the perception of the service, attention and variables that build a different experience for the consumers of the Casa de Piedra restaurant. Methodologically, it is characterized by being a study with a quantitative approach, elaborated under a field design with a descriptive-analytical scope. The sample consisted of 52 people to whom a survey-type instrument designed under the SERVQUAL expectations model with Likert-type scales was applied. The results achieved show that the restaurant has the acceptance of the attending public, as it has good facilities, first-class service and top-quality products. In general terms, it is concluded that there is a perception of part of the client portfolio, however, there are some aspects that must be addressed to strengthen the business and keep up with the closest competitors.
Key Words: Perception, service, consumer, Casa de Piedra restaurant, market
This study focuses its attention on the Casa de Piedra restaurant located in La Calera, where through a diagnosis it was determined that in the last year a fluctuation in sales has been observed, a situation that has led to explore within this context to know the perceptions of consumers and based on their opinions to establish the causes of the current problem. In this sense, it was proposed as a general research objective to describe, through the collection of information, the perception of the service, attention and variables that build a different experience for the consumers of the Casa de Piedra restaurant. Methodologically, it is characterized by being a study with a quantitative approach, elaborated under a field design with a descriptive-analytical scope. The sample consisted of 52 people to whom a survey-type instrument designed under the SERVQUAL expectations model with Likert-type scales was applied. The results achieved show that the restaurant has the acceptance of the attending public, as it has good facilities, first-class service and top-quality products. In general terms, it is concluded that there is a perception of part of the client portfolio, however, there are some aspects that must be addressed to strengthen the business and keep up with the closest competitors.
Key Words: Perception, service, consumer, Casa de Piedra restaurant, market. | |
