Key factors of service quality and customer satisfaction in the restaurant industry: impact on experiential tourism

Ccochachi L.H. · Encuentros (Maracaibo) (2025) · DOI: 10.5281/zenodo.17172529

Resumen

This study explores, through documentary analysis, the implications of the factors of service quality and customer satisfaction in gastronomic-based experiential tourism. Nowadays, the restaurant business model must be reconfigured due to constant changes, both in customer tastes and in the strategies applied with emerging technologies that intervene in advertising to attract and retain customers. The research investigates determining factors in customer satisfaction, not only the key dimensions of success, such as: responsiveness, tangibility, reliability, security and empathy, it also delves into the hermeneutic analysis of organizational management, as well as socio-cultural and economic factors that are linked to the differential perception of service quality perceived by the customer. Experiential gastronomic tourism emerges as an effective alternative to radically transform the customer experience, creating memorable moments during the stay at the establishment.

Instituciones: Universidad Nacional Autónoma de Huanta