The assessment of quality in service: case study “Los Fresnos Family Restaurant”

Abstract

Quality service should be understood as a global conception of service superiority or ex­cellence; this represents an abstract concept, approached by multiple authors throughout time. The purpose of the study is to evaluate customer’s ‘perception’ on the quality of service in Restaurant Familiar Los Fresnos restaurant. The methodology is based on a mul­tidimensional quantitative model known as Dineserv developed by Stevens, Knutson, and Patton (1995), stemming from Parasuraman, Zeithaml & Berry (1988) Servqual method. These results lead to the conclusion that quality service adds value to the restaurant and establishes a multidimensional and systemic construct.