Perceived quality of service in native cuisine restaurants in colombia

Abstract

Service quality in gastronomic offer is a growing aspect in cultural tourism and in the decision to visit a tourist destination. The objective of this article is to analyze the perceived quality of service in local cuisine restaurants in the city of Tunja, Colombia. For this, an adaptation of the SERVPERF and SERVQUALing scales applied to a sample of 385 users was used. An Exploratory Factor Analysis (EFA) was carried out to discover the underlying dimensions of service quality in the restaurants under study and to test its reliability and validity. The results indicate five factors (consistency of service, attention and interaction, trust, disposition and appearance and physical image) as influential in the quality of service in restaurants. Consequently, it was possible to determine that the scale has adequate psychometric properties to measure the perception of service quality. The results made it possible to determine the levels of perceived quality of the service in each factor. The average level obtained was 3.73, which implies that there are deficiencies in the provision of the service that are the objective of continuous improvement.