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Comparación de la percepción de clientes y gerentes del grado en que la empresa satisface las expectativas del cliente

Author

Listed:
  • Mónica I. López Cardoza
  • Rocío Aguiar Sierra
  • Leny M. Pinzón Lizarraga

Abstract

En esta investigación se analizan el grado de satisfacción de los clientes de los restaurantes tipo terraza y climatizados de una cadena de restaurantes en la ciudad de Mérida, y se compara con la percepción de los gerentes sobre como ellos consideran satisfacen las necesidades de los clientes. Se trata de una investigación cuantitativa, descriptiva y transversal. El total de restaurantes a analizar fueron 8; se aplicaron dos instrumentos y se trabajó con la totalidad de los gerentes y una muestra estratificada de clientes (384). Los factores evaluados fueron calidad en el servicio, platillo, precio y entorno. En los resultados se encontró que los clientes reportaban haber recibido un servicio que superaba sus expectativas. Por lo que se refiere a la diferencia entre las percepciones de los clientes y gerentes, en el 46% de los casos no existieron diferencias.

Suggested Citation

  • Mónica I. López Cardoza & Rocío Aguiar Sierra & Leny M. Pinzón Lizarraga, 2014. "Comparación de la percepción de clientes y gerentes del grado en que la empresa satisface las expectativas del cliente," Observatorio de la Economía Latinoamericana, Servicios Académicos Intercontinentales SL. Hasta 31/12/2022, issue 199, June.
    • Handle: RePEc:erv:observ:y:2014:i:199:04
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    More about this item

    Keywords

    M00 Administración; M160 Mercadotecnia; D4 Competitividad; L83 Turismo; L830 Restaurantes.;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • D4 - Microeconomics - - Market Structure, Pricing, and Design
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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