TY - GEN
T1 - Gestión de Procesos Comerciales para la Calidad de Servicio en una Pyme del Sector Gastronómico
AU - Florián Castillo, Odar R.
AU - Morales Briones, Milenka J.
AU - Muñiz Luna Victoria, Ariana M.
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - The research aimed to design the commercial process management for service quality in an SME of the gastronomic sector of the city of Trujillo 2021. Having a mixed approach, applied, prospective, observational, exploratory, and nonexperimental. The sample consists of commercial processes, using the BPM methodology. We analyzed the data of the observation guide and interview guide applied, validated by expert judgment; as well as the SERVPERF model questionnaire, with Cronbach’s Alpha reliability of 0.9733, being the sample of 371 diners. The creation of two new commercial processes was proposed and improvements in existing processes were designed based on the status of the service quality attributes found. It was proposed the implementation of the "Restaurant.pe" platform and technological tools complemented with training for staff; projecting an average reduction of 23.26% of time and 28.62% of the cost of running commercial processes, being the cost of implementation S/ 36,456. It is concluded that the management of commercial processes does determine the service quality of the restaurant.
AB - The research aimed to design the commercial process management for service quality in an SME of the gastronomic sector of the city of Trujillo 2021. Having a mixed approach, applied, prospective, observational, exploratory, and nonexperimental. The sample consists of commercial processes, using the BPM methodology. We analyzed the data of the observation guide and interview guide applied, validated by expert judgment; as well as the SERVPERF model questionnaire, with Cronbach’s Alpha reliability of 0.9733, being the sample of 371 diners. The creation of two new commercial processes was proposed and improvements in existing processes were designed based on the status of the service quality attributes found. It was proposed the implementation of the "Restaurant.pe" platform and technological tools complemented with training for staff; projecting an average reduction of 23.26% of time and 28.62% of the cost of running commercial processes, being the cost of implementation S/ 36,456. It is concluded that the management of commercial processes does determine the service quality of the restaurant.
KW - Commercial Process Management
KW - Gastronomic sector
KW - Restaurant
KW - SERVPERF
KW - Service Quality
UR - https://www.scopus.com/pages/publications/85150691351
U2 - 10.18687/LEIRD2022.1.1.10
DO - 10.18687/LEIRD2022.1.1.10
M3 - Contribución a la conferencia
AN - SCOPUS:85150691351
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 2nd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 2nd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2022
Y2 - 6 December 2022 through 7 December 2022
ER -