Medición de la calidad de servicio bajo el modelo Servqual en un resto bar, Huanta, Perú, 2024
Fecha
2025
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Universidad Nacional Autónoma de Huanta
Resumen
El objetivo principal de la tesis fue evaluar la calidad del servicio en un resto-bar de Huanta, Perú, utilizando el modelo Servqual. La muestra estuvo conformada por 361 clientes del establecimiento “El Sótano”. Para la recolección de datos, se aplicó una encuesta compuesta por 19 preguntas, organizadas en cinco dimensiones: fiabilidad, capacidad de respuesta, seguridad, empatía y elementos tangibles. La calidad del servicio fue medida mediante la escala de Likert. El procesamiento de datos se realizó con Microsoft Excel y SPSS. En la sección de resultados y discusión, se analizó una variable principal junto con las cinco dimensiones mencionadas, poniendo énfasis en el nivel de calidad del servicio del establecimiento. Los resultados indicaron que el 77.8% de los clientes calificó el servicio como bueno, el 20.5% lo consideró regular y solo el 1.7% lo percibió como deficiente. Se concluyó que el establecimiento recibe, en general, una valoración positiva, lo que sugiere que cumple con las expectativas de la mayoría de sus clientes. No obstante, la presencia de opiniones regulares y deficientes señala oportunidades de mejora en la atención y el servicio, lo que permitiría optimizar la experiencia del cliente y fortalecer la reputación del resto-bar.
The main objective of this thesis was to evaluate service quality at a resto-bar in Huanta, Peru, using the Servqual model. The sample consisted of 361 customers of the establishment "El Sótano." Data collection involved a survey consisting of 19 questions organized into five dimensions: reliability, responsiveness, security, empathy, and tangible elements. Service quality was measured using the Likert scale. Data processing was performed using Microsoft Excel and SPSS. In the results and discussion section, a primary variable was analyzed along with the five aforementioned dimensions, emphasizing the establishment's level of service quality. The results indicated that 77.8% of customers rated the service as good, 20.5% considered it average, and only 1.7% perceived it as deficient. It was concluded that the establishment generally receives positive reviews, suggesting that it meets the expectations of the majority of its customers. However, the presence of average and poor reviews indicates opportunities for improvement in customer service, which would optimize the customer experience and strengthen the restaurant-bar's reputation.
The main objective of this thesis was to evaluate service quality at a resto-bar in Huanta, Peru, using the Servqual model. The sample consisted of 361 customers of the establishment "El Sótano." Data collection involved a survey consisting of 19 questions organized into five dimensions: reliability, responsiveness, security, empathy, and tangible elements. Service quality was measured using the Likert scale. Data processing was performed using Microsoft Excel and SPSS. In the results and discussion section, a primary variable was analyzed along with the five aforementioned dimensions, emphasizing the establishment's level of service quality. The results indicated that 77.8% of customers rated the service as good, 20.5% considered it average, and only 1.7% perceived it as deficient. It was concluded that the establishment generally receives positive reviews, suggesting that it meets the expectations of the majority of its customers. However, the presence of average and poor reviews indicates opportunities for improvement in customer service, which would optimize the customer experience and strengthen the restaurant-bar's reputation.
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Modelo Servqual, Calidad de servicio, Medición de la calidad, Atención al cliente, Expectativas, Servqual Model, Service quality, Quality measurement, Customer service, Expectations