Evaluación de la calidad del servicio y atención al cliente en las cafeterías de la Escuela Superior Politécnica de Chimborazo, 2013

Abstract

If it used the attention and the customer service correctly would be very effective and it is a management that is performed by each employee in order to provide a high level of customer satisfaction. In the Higher Superior Polytechnic of Chimborazo a service quality and customer service evaluation was made to the owners and customers of the cafeterias obtaining the following results: 74% of students thought there is not a good relationship with the customers, the attention of the 63% of cafeterias is not immediately, so the customers wait from 10 to 15 minutes, 49% of customers are not agree with the prices of the products that the cafeteria offers them, 48% of students have presented complains about the tables cleaning and the waiting time in the service. All these complaints are only given to the employers and not to the owners because they do not spend a lot of time in the cafeterias. On the basics of the 8 detected weaknesses, 7 strategies and 12 improvement tactics were made, which are recommended the following: training of the employees, motivation for the cafeterias to sell healthy food in order to change eating habits of students, keep clients loyalty through discounts and special cards and more. By these changes, the attention and the customer service will improve and also the institution will be benefited.