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Calidad Del Servicio De Comida Rápida a Partir De La Participación Del Empleado De Vanguardia, Municipio Libertador, Estado Mérida, Venezuela Quality of Fast Food Service from Vanguard Employee Participation, Libertador Municipality, Merida State, Venezuela
| Content Provider | Semantic Scholar |
|---|---|
| Author | Moreno, Marysela Coromoto Morillo |
| Copyright Year | 2015 |
| Abstract | Currently, the service quality is the biggest distinguishing factor and the most powerful competitive advantage of service companies, where the performance of the human factor is fundamental. For the study of service quality two fundamental props exist: the internal and the external clients. The present investigation analyzes the service quality of fast food businesses from the participation of the avant-garde employee, in the specific case of businesses located in Libertador Municipality of Merida State, Venezuela. For this purpose, the integral model of quality breaches of the service and the scale of Dineserv were applied during the second semester of 2014. In this regards, a representative sample of the population of managers, employees and external customers of fast food businesses was selected, and a survey was applied to each of them. Compliance with the standards of the service employees was verified, as well as the positive correspondence between this performance and the levels of quality of service perceived by the user. To confront the low perception of the performance of the employee, rewards, recognition and multiple and varied stimulus should be implemented in order to motivate for a continuous improvement of the quality of service. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://www.redalyc.org/pdf/4277/427744808010.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
