Commercial Process Management for Service Quality in an SME of the Gastronomic Sector

Abstract

The research aimed to design the commercial process management for service quality in an SME of the gastronomic sector of the city of Trujillo 2021. Having a mixed approach, applied, prospective, observational, exploratory, and nonexperimental. The sample consists of commercial processes, using the BPM methodology. We analyzed the data of the observation guide and interview guide applied, validated by expert judgment; as well as the SERVPERF model questionnaire, with Cronbach’s Alpha reliability of 0.9733, being the sample of 371 diners. The creation of two new commercial processes was proposed and improvements in existing processes were designed based on the status of the service quality attributes found. It was proposed the implementation of the "Restaurant.pe" platform and technological tools complemented with training for staff; projecting an average reduction of 23.26% of time and 28.62% of the cost of running commercial processes, being the cost of implementation S/ 36,456. It is concluded that the management of commercial processes does determine the service quality of the restaurant.