SERVQUAL: QUALITY IN THE SERVICE OF A SEAFOOD RESTAURANT

Abstract

Human beings by nature have always required feeding, the way to do it has been evolving according to technological advances and the roles that family members perform. Whether they prepare their food at home or decide to eat outside the home in certain places known as restaurants to offer prepared food to the general public.

History has shown that restaurants have been developing different ways of serving their customers in order to meet the demands that the market requires. The foregoing has caused the restaurant industry in Mexico to be an important source of investment and income, and since it is from the service sector, it has a significant impact on the development of other economic sectors through the consumption of inputs that the industry demands. According to data from INEGI (2021), in Mexico the restaurant industry accumulated 12.2% of all businesses in the country with 581 thousand 530 economic units that generate more than 2 million jobs. In order to identify what the client expects from the organization; This project shows the results obtained from the application of the SERVQUAL service quality methodology that evaluates five aspects: reliability, responsiveness, security, empathy and tangible elements. The above will undoubtedly be very useful for better decision making.