Contenido principal del artículo

MAURO ALEJANDRO MONROY CESEÑA

Se evaluó la calidad de servicio y grado de satisfacción del cliente en 49 restaurantes del destino turístico de Todos Santos, México en términos de género. La metodología utilizada fue mediante la evaluación de percepciones de instalaciones, accesibilidad, capital humano, atmósfera y comida. Se demostró que la CS incide positivamente en la SC con correlación de ,896 en hombres y de ,809 en mujeres. Se acepta que, la calidad de servicio en clientes masculinos no presenta diferencia significativa con respecto a las especialidades restauranteras ya que, al hacer un análisis de varianza con una f calculada de 2,42 no rebasa al valor crítico de f (2,8661). Por último, se acepta que, la calidad en servicio en clientes femeninos no presenta diferencia significativa con respecto a las especialidades restauranteras con diferencia significativa de calidad en servicio por parte de los consumidores extranjeros en el análisis de varianza con una f calculada de 1.24 no rebasa al valor crítico de f (2,8661).

Descargas

Los datos de descargas todavía no están disponibles.
MONROY CESEÑA, M. A. (2021). Calidad de servicio en restaurantes de Todos Santos, México por concepto de género. Revista Universidad Y Empresa, 23(40). https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.8229 (Original work published 25 de enero de 2021)

MAURO ALEJANDRO MONROY CESEÑA, UNIVERSIDAD AUTÓNOMA DE BAJA CALIFORNIA SUR

Profesor - Investigador del Departamento Académico de Economía.

Aeker, D., & Jacobson, R. (1994). The financial information content of perceived quality. Journal of Marketing Research, 31(2), 191-201. doi:DOI: 10.2307/3152193

Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a bussines hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.

Aker, D. (1991). Construir Marcas Poderosas. Barcelona: Gestión 2000.

Al - Tit, A. (2015). The Effect of Service and Food Quality on Customer Satisfaction and. Asian Social Science, 11(23), 129-139. doi:10.5539/ass.v11n23p129

Almohaimmeedd, B. M. (2017). Restaurant quality and customer satisfaction. International review of Management and Marketing, 7(3), 42-49.

Anderson, D. R., Sweeney, D. J., Williams, T. A., Camm, J. F., & Cochran, J. J. (2018). Statistics for business & economics. Estados Unidos de América: Cengage Learning.

Armstrong, K. (2012). Principles of Marketing (14th edition ed.). New Jersey: USA: Pearson Education Inc.

Bader, M. A. (2017). Restaurant Quality and customer satisfaction . International review of management and marketing , 7(3), 42-49.

Bitner, M. J. (1990). Evaluating service encounters the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69 - 82. doi:https://DOI.org/10.2307/1251871

Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. Obtenido de https://www.ida.liu.se/~steho87/und/htdd01/9208310667.pdf

Blank, C. (2018). Teoría de la percepción del consumidor. Recuperado el 08 de 03 de 2019, de https://pyme.lavoztx.com/teora-de-la-percepcin-del-comsumidor-6443.html

Bonnet, D. G. (2002). Sample size requirements for testing and estimating coefficient alpha. Journal of Education and Behavioral Statistics, 27(335), 335-340. doi:10.3102/10769986027004335

Canny, I. (2014). Measuring the mediating role of dining experience attributes on customer satisfaction and its impact on behavioral intentions of casual dining restaurant in Jakarta. International Journal of Innovation, 1(5), 25-29. doi:10.7763/IJIMT.2014.V5.480

Carlzon, J. (1987). Moments of Truth. Cambridge MA: Balinger: Organization Studies. Obtenido de https://doi.org/10.1177/017084068800900314

Carvajal, A., Centeno, C., Watson, R., Martínez, M., & Sanz, Á. (2011). ¿Cómo validar un instrumento de medida de salud. An. Sist. Sanit. Navar., 34(1), 67-72.

Celina, H., & Campo, A. (2005). Aproximación al uso del coeficiente alfa de cronbach. Revista Colombiana de Psiquiatría, 34(4), 572-580. Obtenido de http://redalyc.uaemex.mx/pdf/806/80634409.pdf

Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19, 491-504. Obtenido de https://www.geocities.ws/mathew_lau2002/Downloads/Satisfaction_Churchill.pdf

Conrad , L., Allison, M., & Sandie, R. (2005). More than a service encounter? Insights into the emotions of hospitality through special meal occasions. Journal of Hospitality and Tourism Management, 12(1), 80-92.

Cronin, J. J., & Taylor, S. A. (1994). SERVPERF vs SERVQUAL: Reconciling performance - based and perceptions - minus - expectations measurement of service quality. Journal of Marketing, 58(1), 125 - 131. doi:http://dx.doi.org/10.2307/1252256

Cronin, J., & Taylor, S. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 125 - 131. doi:https://doi.org10.2307/1252296

Cui, C., Lewis, B., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. The International Journal of Bank Marketing, 21(4), 191-201.

Díaz, L., Muñoz, A., & Vargas, D. (2012). Confiabilidad y validez del cuestionario de espiritualidad de Parsian y Dunning en versión española. Latino-Am. Enfermagem, 20(3), 1 - 8.

Etemad-Sajadi, R., & Rizzuto, D. (2013). The antecedents of customer satisfaction oan loyalty in fast food industry. The International Journal of Quality & Realiability Management, 30(7), 780-798. doi:10.1108/IJQRM-May-2012-0069

Fujun, L., Hutchinson, J., Li, D., & Changhong, B. (2007). An empirical assessment and aplication on SERVQUAL in mainland china´s mobile communications industry. The International Journal of Quality & Reliability management, 24(3), 244-262. doi:10.1108/02656710710730852

Gagic, S., Tesanovic, D., & Jovicic, A. (2013). The viral components of restaurant quality that affect guest satisfaction. TURIZAM, 17(4), 166-176.

Gardial, F. S., Clemons, S. D., Woodruff, B., Schumann, W. D., & Burns, J. (1994). Comparing consumers recall of pre-purchase and post-purchase product evaluation experience. Journal of Consumer Research, 548-560.

Giese, J., & Cote, J. A. (2000). Defining customer satisfaction. Academy of Marketing Science Review, 1-24. Obtenido de http://www.amsreview.org/articles/giese01-2000.pdf

Gilbert, G. R., & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. The Journal of Service Marketing, 20(5), 298-308. doi:https://doi.org/10.1108/08876040610679918

Gilbert, G. R., Veloutsou, C., Goode, M., & Moutinho, L. (2004). Measuring customer satisfaction in the fast food industry: a cross national approach. Journal of Service Marketing, 18(5), 371-383. doi:10.1108/08876040410548294

Grönroos, C. (1984). A service quality model and its marketing implications. European. Journal of Marketing, 15(26), 195 - 213. doi:https://doi.org/10.1108/EUM0000000004784

Grönroos, C. (1994). Marketing y Gestión de Servicios. Madrid: Díaz de Santos.

Ha, J., & Jang, S. (2010). Effects of service quality and food quality: The moderating role of atmospheric in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520-529. doi:http://dx.doi.org/10.1016/j.ijhm.2009.12.005

Hernándes de Velazco, J., Chumaceiro, A., & Atencio, E. (2009). Calidad de servicio y recurso humano: caso de estudio tienda por departamentos. Revista Venezolana de Gerencia (RVG), 14(47), 457-470.

Hernández Baeza, A., Espejo Tort, B., González Roma, V., & Gómez, B. (2013). Escalas de respuesta tipo Likert: ¿Es relevante la alternativa "indiferente"? Metodología de Encuestas, 135 - 150.

Hernández Sampieri, R., Fernández Collado, C., & Baptista, L. (2014). Metodología de la Investigación. México: McGraw Hill Education.

Jain, S. K., & Gupta, G. (2004). Measuring Service Quality: Servqual vs. Servperf Scales. Vikalpa, 29(2), 25 - 38. doi:https://doi.org/10.1177/0256090920040203

Jaini, A., Ahmad, N., & Zaib, S. (2015). Determinant factors that influence customer experience in fast food restaurants in Sungai Petani, Kedah. Journal of Entrepreneurship and Business, 3(1), 60-71. doi:10.17687/JEB.0301.05

Jang, S., & Ha, J. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520-529. doi:https://doi.org/10.1016/j.ijhm.2009.12.005

Kanta, K., & Srivalli, P. (2014). A study on service quality in Indian restaurants with decision and experiencial-oriented perspectives. International Journal of Research and Development-A Management Review (IJRDMR), 3(1), 16-24.

Kimani, S., Kagira, E., Kendi, E., & Wawire, C. (2012). Shoppers perception of retail service quality: supermarkets versus small convenience shops (Dukas) in Kenya. Journal of Management andStrategy, 3(1), 55 - 66.

Kisang, R., & Heesup, H. (2010). Influence of The Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quickcasual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality and Tourism, 34(3), 310-329. doi:10.1177/1096348009350624

Kotler, P., & Armstrong, G. (2013). Fundamentos de Marketing. México: Pearson Education.

Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Journal, 18(1), 65 -86. doi:https://doi.org/10.1108/09604520810842849

Ladhari, R. (2008). Alternatives measures of service quality: a review. Managing Service Quality, 18(1), 65-86. doi:doi: 10.1108/09604520810842849

Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198. doi:10.1108/17566690910971445

Latiesa, M. (2000). Validez y fiabilidad de las observaciones sociológicas. El análisis de la realidad social: métodos y técnicas de investigación, 409-443.

Lawshe, C. H. (1975). A quantitative approach to content validity. Personnel Psychology, 563 - 575.

Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with. Journal of Service Marketing, 14(3), 217-231. doi:https://doi.org/10.1108/08876040010327220

Mano, H., & Oliver, R. (1993). Assesing the dimensionality and structure of the consumption experience: Evaluating, feeling and satisfaction. Journal of Consumer Research, 20, 451-466. Obtenido de http://dx.doi.org/10.1086/209361

Moliner Cantos, C. (2001). Calidad de servicio y satisfacción del cliente. Revista de Psicología del Trabajo y de las Organizaciones, 17(2), 233-235. Obtenido de https://www.redalyc.org/articulo.oa?id=231324550006

Morgan, R., & Hunt, S. D. (1994). The commitment - trust theory of relationship marketing. Journal of Marketing, 58(3), 20 - 38. doi:https://dx.doi.org/10.16967/rpe.v4n1a3

Muhamad, O., Hashim, A., & Rozila, A. (2016). Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants. Procedia - Social and Behavioral Sciences, 224, 384-392. doi: 10.1016/j.sbspro.2016.05.393

Murad, S., & Ali, M. (2015). Impact of service quality on customer satisfaction in restaurant industry. Singaporean Journal of Business and Management Studies, 4(6), 71-81. Obtenido de https://www.singaporeanjbem.com/pdfs/SG_VOL_4_(6)/6.pdf

Namin, A. (2017). Revisiting customers perception of service quality in ast food restaurants. Journal of Retailing and Consumer Services, 34, 70-81. doi:https://doi.org/10.1016/j.jretconser.2016.09.008

Namkung, Y., & Choi, S. K. (2011). Customer complaints in restaurants: Do they differ by service stages and loyalty levels? International Journal of Hospitality Management, 30(3), 495-502. doi:10.1016/j.ijhm.2010.07.005

Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurant: its impact of customer satisfaction and behavioral intentions? Journal of Hospitality and Tourism Research, 31(3), 387-410. doi:https://doi.org/10.1177%2F1096348007299924

Nasir, A., Ashfaq, M., Nazir, I., Zafar, H., & Zahid, Z. (2014). Impact of different determinants on customer´s satisfaction level (a case of fast food restaurant). International Journal of Business, 3(9), 32-40. Obtenido de https://www.ijbmi.org/papers/Vol(3)9/Version-2/D0392032040.pdf

Nunally, J. (1978). Psychometric Theory. New York: McGraw-Hill.

Oftir, C., & Simonson, L. (2001). In search of negative customer feedback: the effect of expecting to evaluate on satisfaction evaluations. Journal of Marketing Research, 38, 170-182.

Oliver, R. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Stteings. Journal of Retailing, 57(3), 25-48. Obtenido de http://psycnet.apa.org/psycinfo/1984-10995-001

Oliver, R. (1997). Satisfaction: a behavioral perspective on the customer. New York: Irwin - McGraw-Hill.

Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer Delight: foundations, findings and manegerial insight. Journal of Retailing, 311-336. Obtenido de https://doi.org/10.1016/s0022-4359(97)90021-X

Palacios, J. L. (2001). Las técnicas cualitativas de la investigación social en la medición de la calidad en los servicios públicos: una aproximación teórica y metodológica. Revista Castellano-Manchega de Ciencias Sociales(4), 85-100. doi:http://dx.doi.org/10.20932/barataria.v0i4.270

Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL). Journal of Marketing, 49, 41 - 50. doi:10.2307/1251430

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Obtenido de https://www.researchgate.net/profile/Valarie_Zeithaml/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality/links/5429a4540cf27e39fa8e6531/SERVQUAL-A-multiple-Item-Scale-for-measuring-consumer-percepti

Raajport, N. (2004). Reconceptualizing service encounter quality in a non-western context. Jurnal of Service Research, 7(2), 181-201. doi:10.1177/1094670504268450

Radomir, L., Plaias, I., & Nistor, V. (2012). A review of the service quality concept-past, present and perspectives. Marketing from information to decision(5), 404-427.

Rahman, A., Kalam, A., Rahman, M., & Abdulah, M. (2012). The influene of service quality and price on customer satisfaction: An empirical study on restaurants services in Khulna division. Research Journal of Finance and Accounting, 3(4), 8-15. Obtenido de https://pdfs.semanticscholar.org/1c37/022cb12eb609eb91275b34fe1436dde3532d.pdf

Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 30(3), 310-329. doi:10.1177/1096348009350624

Ryu, K., & Han, H. (2011). New or repeat customers: how does physical enviroment influence their restaurant experience? International Journal of Hospitality Management, 30(3), 599-611.

Spreng, R. A., & Olshavsky, R. W. (1993). A desires congruency model of consumers satisfaction. Journal of the Academy of Marketing, 21(3), 169-177. Obtenido de http://dx.doi.org/10.1177/0092070393213001

Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, 60, 15-32. Obtenido de http://dx.doi.org/10.2307/1251839

Spreng, R., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 2(72), 210 - 214. doi:https://doi.org/10.1016/SOO22-4359(96)90014-7

Sulek, M., & Hensley, R. (2014). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service Restaurant. Cornell Hotel and Restaurant Administration Quarterly(45), 235-247. doi:https://doi.org/10.1177/0010880404265345

Sureshchandar, G. S., Rajendran, C., & Anatharaman, R. N. (2002). The relationship between service quality. The Journal of Marketing, 16(4), 363-379. doi:https://doi.org/10.1108/08876040210433248

Susskind, A., & Chan, E. (2002). How restaurants features affect check averages: A study of the Toronto restaurant Market. Cornell Hotek and Restaurant Administration Quarterly(41), 56-63. doi:https://doi.org/10.1177/001088040004100608

Tat, H., Sook-Min, S., Ai-Chin, T., Rasli, A., & Hamid, A. A. (2011). Consumers´ purchase intentions in fast food restaurants: An empirical study onundergraduated students. The Specil Issue on Contemporary Issues in bussines and Economics, 2(5), 214-221.

Ting, D. H. (2004). Service quality and satisfaction perceptions: curvilinear and interaction effect. International Journal of Bank Marketing, 22(6), 407-420. doi:https://doi.org/10.1108/02652320410559330

Toosi, N., & Kohanali, R. (2011). The study of airline service quality in the Qeshm free zone by fuzzy logic. Journal of Mathematics and Computer Science, 2(1), 171-183.

Tristan, A. (2008). Modificación al modelo de Lawshe para el dictamen cuantitativo de la validez de contenido de un instrumento objetivo. Avances en Medición, 6, 37 - 48.

Vera, J., & Trujillo, A. (2009). El papel de la calidad en el servicio del restaurante como antecedente de la lealtad del cliente. Panorama Socioeconómico, 16-30.

Vera, J., & Trujillo, A. (2017). Escala Mexicana de Calidad en el Servicio (EMCASER). Innovar, Revista de Ciencias Administrativas y Sociales, 27(63), 43 - 59. doi:https://doi.org/10.15446/innovar.v26n63.60665

Voon, B. H. (2017). Service enviroments of restauants: finding from the youth customers. Journal of ASIAN behavioural Studies, jABs, 2(2), 67-7.

Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumers satisfaction. Advance in Consumers Research, 10, 256-261. Obtenido de http://www.acrwebsite.org/search/view-conference-proceedings.aspx?Id=6120

Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an understanding of total service quality in hotels. INternational Journal of Hospitality Management, 26(4), 840-853.

Yi, Y. (1991). A Critical Review of Consumer Satisfaction. Chicago, IL: American Marketing Association.

Zairi, M. (2000). Managing Customer Dissatisfaction Though Effective Complaint Management Systems. The TQM Magazine, 12(5), 331-337. Obtenido de https://doi.org/10.1108/09544780010341932

Zárraga, L., Molina, V., & Corona, E. (2018). La satisfacción del cliente basada en la calidad en el servicio a través de la eficiencia del personal y eficiencia del servicio: un estudio empírico de la industria restaurantera. Revista de Estudios en Contaduría, Administración e Informática, 7(18), 46-65. Obtenido de https://recai.uaemex.mx/article/view/9268

Detalles del artículo