Percepción de la calidad en el servicio y su influencia en la imagen de las organizaciones gastronómicas en Ixmiquilpan, Hidalgo
Publisher
Hospitalidad ESDAI
Date Issued
2020
Author(s)
Cruz González, Ana Rosa
Mendoza Cruz, Yesenia
Abstract
This article describes the development of the research work carried out to measure the quality of the service and its in-fluence on the organizational image of gastronomic compa-nies. The objective was to determine the significant effect of the service quality variables perceived by diners on the image of gastronomic service organizations that impact competiti-veness. A review of the literature of the concepts of service quality was carried out, as well as the organizational image, its measurement in general, as well as the measurement of ser-vice quality, specifically in restaurants. The methodology used for the present has a quantitative and qualitative approach, exploratory, descriptive and correlational, with a non-experi-mental and cross-sectional design. Instruments were applied to a sample of 160 diners from gastronomic service organiza-tions to measure the dependent and independent variable. It was carried out in a significant and representative sample, the sampling design was stratified random. The results allowed us to identify what factors significantly influence the perception that diners have about the quality of the service of gastrono-mic organizations in Ixmiquilpan, Hidalgo.
License
Acceso Abierto
How to cite
Cruz González, A. R., & Mendoza Cruz, Y. (2022). Percepción de la calidad en el servicio y su influencia en la imagen de las organizaciones gastronómicas en Ixmiquilpan, Hidalgo. HE, (38), 85–106. Recuperado a partir de https://scripta.up.edu.mx/handle/20.500.12552/7083