TY - GEN
T1 - Calidad del servicio en ambiente híbrido físico-digital al implementar un Sistema de Aplicación para restaurante
T2 - 18th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Engineering, Integration, and Alliances for a Sustainable Development" "Hemispheric Cooperation for Competitiveness and Prosperity on a Knowledge-Based Economy", LACCEI 2020
AU - Jorge, Ortiz Porras
AU - Darwin, Duran Janampa
AU - Rosa, Moore Torres
AU - Gómez, Oscar Tinoco
N1 - Publisher Copyright:
© 2020 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2020
Y1 - 2020
N2 - 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.
AB - 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.
KW - Application system
KW - Quality of service
KW - TIC
UR - https://www.scopus.com/pages/publications/85096788879
U2 - 10.18687/LACCEI2020.1.1.387
DO - 10.18687/LACCEI2020.1.1.387
M3 - Contribución a la conferencia
AN - SCOPUS:85096788879
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 18th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
PB - Latin American and Caribbean Consortium of Engineering Institutions
Y2 - 27 July 2020 through 31 July 2020
ER -