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Repositorio de la Red Internacional de Investigadores en Competitividad

MERCADOS EMERGENTES Y LA INTERCULTURALIDAD

Vol. 5 No. 1 (2011): La competitividad, elemento clave para la recuperación económica

La satisfacción del cliente en la industria restaurantera de la Zona Metropolitana de Guadalajara

Submitted
June 27, 2016
Published
2017-03-27

Abstract

Algunos determinantes de la satisfacción del cliente ya ampliamente tratados han sido sin duda, la calidad en el servicio, expectativas, desempeño, inconformidad, deseos, afecto y acción. (Churchill and Suprenant 1982; Oliver 1993; Patterson et al. 1997; Spreng, et al 1996; Szymanski and Henard 2001). Es por eso que en el presente estudio se consideraron 4 variables en específico: calidad en el servicio, calidad en los alimentos, ambiente y precio. Esto con la finalidad de vislumbrar a la industria restaurantera bajo un esquema orientado a su satisfacción. Para su realización, se llevó a cabo un análisis a través de una muestra representativa de clientes cuyos hábitos y estilos de vida incluyen la visita frecuente a ciertos restaurantes de la ZMG, en concreto, fue basada en 170 personas en restaurantes categorizados como tres cubiertos o categoría especial.

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