Evaluación del servicio en la empresa de Catering Cattservice Riobamba 2013

Abstract

This research about service evaluation in the “CattService” catering company Riobamba 2013 has as objective to determine the company quality service. he study was carried out with a sample of 106 external and internal customers who were surveyed to determine what is the quality service that the catering company offers, it was made through the deductive, descriptive, cross-sectional method, non- experimental design, the following variables were evaluated: sociodemographic characteristics, quality service, customer´s service quality, the results are: Sociodemographic characteristics: 77% of the customers are men working in enterprises, quality service: good 50%, 31% very good and 10% excellent, qualified personnel in customer´s quality service, while 42% believe that the staff is trained. It is recommended to provide quality customer´s service through a continuous improvement system, processes, standards, and techniques implementation, motivation is also fundamental, all these factors must be applied after, during and before customer´s service to get customer´s satisfaction and ensure their loyalty.