“Evaluación de la Percepción de la Calidad del Servicio y su Impacto en la Satisfacción del Cliente: Un Estudio de Caso en el Bar Restaurante 'Como en Casa Street Food' en el Cantón Paute”

Abstract

This study evaluated the perception of service quality and its impact on customer satisfaction at the "Como en Casa Street Food" bar restaurant in Paute. Key service quality dimensions, such as security, reliability, empathy, responsiveness, and tangibles, were analyzed using a quantitative survey approach. The results revealed that security is the most influential variable in customer satisfaction, with a significant impact (p < 0.0001) and an explanatory power of 30%. Overall satisfaction also showed a significant effect (p = 0.0021), indicating that improvements in dimensions such as reliability and empathy are crucial for the overall perception of the service. Differences in satisfaction were identified according to age groups, highlighting that older adults value safety more, while young adults have inverse perceptions. Despite the availability of delivery services, most customers prefer to enjoy the experience on-site. It is recommended that management implement safety audits, standardized protocols, and soft skills training to improve service quality and foster customer loyalty. This study provides a solid basis for understanding the relationship between service quality and customer satisfaction in the restaurant sector.