La capacitación del talento humano en técnicas de servicio y su incidencia en la fidelización del cliente en el sector gastronómico de carnes y mariscos en el cantón La Troncal

Abstract

This study aimed to determine the descriptive relationship between employee training and customer loyalty in meat and seafood food-service establishments in the La Troncal Canton during the 2026 period. The study was conducted using a quantitative, correlational-descriptive approach, with a non-experimental, cross-sectional design. The sample consisted of 55 employees and 384 customers. The questionnaires administered were validated using Cronbach’s alpha, yielding coefficients of 0.773 and 0.873, indicating adequate reliability. The results reflected a very high level of human resource training (mean = 4.50), with the evaluation of results standing out (4.51). Likewise, customer loyalty reached a mean of 4.33, with the action dimension standing out (4.42). The correlation analysis showed a Pearson coefficient of r = 0.801 and a coefficient of determination (R²) = 0.6416, indicating that 64.16% of the observed variability in loyalty is associated with staff training. Since the analysis was conducted on consolidated dimensions (n = 4), the results are interpreted from a descriptive perspective. It is concluded that human talent training constitutes a strategic factor that positively influences customer loyalty in the food service sector.