EVALUACIÓN E IDENTIFICACIÓN DEL NIVEL DE CALIDAD EN EL SERVICIO DE VALET PARKING BRINDADO POR GRUPO CUEVAS A LOS CLIENTES DE UN RESTAURANT UBICADO AL SUR DE LA CIUDAD DE MÉXICO

Abstract

In this research examined the perception of customers regarding the quality of service provided by the valet parking at a restaurant located south of Mexico City. The study was conducted in Cuevas Group company providing valet parking and parking management in order to identify areas of opportunity that may present to the company to offer a service of excellence by which to achieve full satisfaction the customer looking for the company to grow and achieve their stay in the market. That's why a diagnosis was made of the company to gather as much information as possible about your operation, to thus be able to structure the implementation tool necessary to achieve the objectives of this research. Once applied the questionnaire (tool implementation) were detected points can not take full customer satisfaction, they were taken into account in determining the proposed improvements that could be applied Cuevas Group to achieve customer service provide of excellence. This study was carried out based on the 5 dimensions proposed by the author Ruiz Olalla (2001) to determine the level of service quality perceived by users, which are as follows: tangibles, reliability, responsiveness, security and empathy that they give us an idea to present the proposed improvements Cuevas Group needs to provide excellent customer service.