Mejora Continua del Servicio al Cliente Mediante ServQual y Red de Petri en un Restaurante de Santa Marta, Colombia

Abstract

The ServQual Method was applied in the restaurant service with the aim of obtaining a measure of the quality of the service. The method was complemented using Petri Network method, in order to evaluate the response capacity component, in the provision of a service in the restaurant sector. Methodologically, continuous improvement was evaluated through customer satisfaction surveys. Also, order preparations, domiciles, and customer arrivals times, were registered and computer tools such as Input Analyzer and Microsoft Excel were employed. Subsequently, the design was validated experimentally by simulation using Petri nets with Visual Basic. With the results obtained, process improvements were achieved, which resulted in recommendations on topics such as: increase in restaurant staff, higher number of clients served, improvements in the efficiency and effectiveness of the service provided.