Analysis of the service quality of Restaurants of the Tourism Sector of the province of Santa Elena, Ecuador

Abstract

Tourism is an increasingly important and dynamic sector for the Ecuadorian economy, this change has also been evident in the coastal province of Santa Elena. The search for continuous improvement in the service quality offered by restaurants has become an important factor to achieve customer loyalty. It is necessary to develop the service quality of the tourism sector to attract more visitors to the province. The objective of this study is to evaluate the service quality perceived by consumers in the third and fourth category restaurants located in Santa Elena, using the Dineserv scale, which was tested for its validity and reliability through the technique: factor analysis. As a result of the analysis carried out, it was found that the factors that prevail to achieve the satisfaction of third-category restaurants' customers are: comfort and reliability / speed, while the only component that influences the satisfaction of the clients of the fourth category restaurants is the speed / efficiency.