Calidad de servicio en el restaurante Carpe Diem, Cusco 2024
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Date
2025
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Escuela de Educación Superior Tecnológica Privada KHIPU
Abstract
La presente investigación, titulada "Calidad de Servicio en el restaurante Carpe Diem – 2024", aborda como problema principal conocer la calidad del servicio ofrecida
por el restaurante. El objetivo general fue describir la calidad del servicio ofrecida por el restaurante Carpe Diem. La metodología aplicada fue de enfoque descriptivo, con un
diseño no experimental, transversal, de nivel descriptivo y tipo básico. Se empleó la técnica de observación y la herramienta de ficha de observación entre los comensales del
restaurante. Finalmente se concluyó que se el restaurante presenta diversas deficiencias originadas por la inexistencia de un manual de organización y funciones (MOF), las
mismas que repercuten en la atención brindada a los comensales. Los trabajadores no conocen con exactitud las funciones que deben desempeñar y esto origina conflictos
durante la prestación del servicio.
The present research, entitled “Quality of Service in the Carpe Diem Restaurant - 2024”, addresses the main problem of knowing the quality of the service offered by the restaurant. The general objective was to describe the quality of service offered by the Carpe Diem restaurant. The methodology applied was descriptive, with a non experimental, cross-sectional, descriptive and basic design. The observation technique and the observation card tool were used among the restaurant's diners. Finally, it was concluded that the restaurant has several deficiencies caused by the lack of a manual of organization and functions (MOF), which have repercussions on the service provided to diners. The workers do not know exactly the functions they should perform and this causes conflicts during service. Key words: Service quality, restaurant, diner.
The present research, entitled “Quality of Service in the Carpe Diem Restaurant - 2024”, addresses the main problem of knowing the quality of the service offered by the restaurant. The general objective was to describe the quality of service offered by the Carpe Diem restaurant. The methodology applied was descriptive, with a non experimental, cross-sectional, descriptive and basic design. The observation technique and the observation card tool were used among the restaurant's diners. Finally, it was concluded that the restaurant has several deficiencies caused by the lack of a manual of organization and functions (MOF), which have repercussions on the service provided to diners. The workers do not know exactly the functions they should perform and this causes conflicts during service. Key words: Service quality, restaurant, diner.
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Keywords
Calidad de servicio, Resturante, Comensales