Quality of service in a physical-digital hybrid environment by implementing an Application System for restaurant: A pre-experimental design

Jorge O.P.; Darwin D.J.; Rosa M.T.; Gómez O.T. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2020) · DOI: 10.18687/laccei2020.1.1.387

Resumen

The factors that influence the quality of the service in a physical-digital hybrid environment have been evaluated by implementing an application system for a specialty restaurant located in Lima-Peru allowing a theoretical-conceptual model to be obtained based on the SERVQUAL scale., proposed by Parasuraman, Zeithaml and Berry; Likewise, the improvement in customer satisfaction regarding service quality is detailed, based on the improvement cycle (DMAMC) of the Six Sigma methodology. Regarding the research methodology, it is circumscribed within a type of applied research, with an explanatory level, under pre-experimental-longitudinal design, with 8 measurements before and after the implementation of the Application System in a sample of 346 individuals, under a probabilistic sampling. The results reveal how convenient it is to implement ICTs to improve service quality, which leads to greater customer satisfaction.

Instituciones: Universidad Nacional Mayor de San Marcos