The Quality of Service in Puerto Peñasco Sonora Restaurants

Abstract

The objective of this task was to analyze the quality level of the gastronomic services of formal Mexican, Italian, fish and seafood restaurants of Puerto Peñasco Sonora, evaluating through the SERVQUAL methodology. To obtain data, a printed questionnaire-type instrument was used with standardized questions divided into five dimensions: reliability, empathy, security, response capacity and tangible elements, applying to formal diners in restaurants in the city in physical form at the end of the consumption of food and beverages, to a sufficient sample to guarantee the validity of the study, which allows us to analyze tangible and intangible aspects. The most relevant findings are found in different items of the five dimensions since national and foreign tourism wish for a better state of the facilities and image of the staff, improve response time and establish service standards that seek a sincere interest to meet customer needs.