Abstract

MONROY-CESENA, Mauro Alejandro. Quality of Service in Restaurants in Todos Santos, Mexico, by Gender Concept. rev.univ.empresa [online]. 2021, vol.23, n.40, pp.3-32.  Epub Sep 10, 2021. ISSN 0124-4639.  https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.8229.

The quality of service and degree of customer satisfaction were evaluated in 49 restaurants in the tourist destination of Todos Santos, Mexico, in terms of gender. The methodology used was the evaluation of facilities perceptions, accessibility, human capital, atmosphere, and food. SQ showed a positive impact on CS with a correlation of .896 in men and .809 in women. It is accepted that the quality of service in male customers does not differ significantly from the restaurant specialties since when doing a variance analysis with a calculated f of 2.42, it does not exceed the critical value of f (2.8661). Finally, it is accepted that the quality of service in female customers does not differ significantly from restaurant specialties with a significant difference in the quality of service for foreign consumers. In the analysis calculated f of 1.24 does not exceed the critical value of f (2.8661).

Keywords : Quality; services; satisfaction; restaurants; perceptions; diners.

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