Resumo

SILVA GOMEZ, Efrén  e  LUJAN JOHNSON, Gladys Lola. Modelo teórico de gestión de la calidad del servicio para promover la competitividad de los restaurantes de cocina tradicional de la costa ecuatoriana. Siembra [online]. 2022, vol.9, n.1, e3594. ISSN 2477-8850.  https://doi.org/10.29166/siembra.v9i1.3594.

This paper presents the research report of a service quality model created to promote competitiveness of Ecuadorian traditional cuisine restaurants in the city of Guayaquil. The objective is to predict the competitiveness through the consumer perception of service quality management. The research design is non-experimental causal. The technique used was a survey applied to three hundred and four clients of Ecuadorian traditional cuisine restaurants. It had an instrument with thirty-two items for the quality management variable and sixty-four for the competitiveness variable. The data were analysed using ordinal logistic regression. Among the most important results, the theoretical model indicates an unfavourable competitiveness related to the service provided by the waiters, food hygiene protocols applied in the restaurant and architecture and parking services.

Palavras-chave : quality management; competitiveness; services; restaurants; consumer.

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