ANÁLISIS DE LAS DIMENSIONES DE LA CALIDAD DEL SERVICIO QUE OFRECE EL RESTAURANTE DE COMIDAS RÁPIDAS “EL BALCÓN DE LAS ORQUÍDEAS LAS ANTENAS”, UBICADO EN LA CIUDAD DEL TENA, PROVINCIA DE NAPO.

Abstract

This study analyzes the dimensions of the service quality offered by the fast-food restaurant “El Balcón de las Orquídeas Las Antenas”, located in Tena, Napo province, Ecuador. Faced with increasing competition and challenges in personalized service, the establishment seeks to differentiate itself by improving its internal processes and optimizing the customer experience. The analysis focuses on identifying the presentation of the problem, the objectives, the methodology used and the results obtained. To do so, a mixed approach was applied that combined quantitative and qualitative methods, through surveys and interviews with a representative sample of 306 customers, using Fisher's formula. The findings revealed that, although consumers positively value the quality of the food, the cleanliness of the facilities and the quality-price ratio, deficiencies were evident in the response time and in the training of the staff, affecting overall satisfaction. Based on these results, improvement strategies are proposed, such as the implementation of a delivery system and ongoing training programs, aimed at optimizing customer service and consolidating customer loyalty.