Perception of national and foreign tourists of the service in restaurants from Todos Santos Magical Town, Mexico

Abstract

<jats:p>The magic town of Todos Santos is a strategic site for local development and is dependent on the tourist economy driven by national and foreign visitors. Restaurants in Todos Santos obtain raw materials locally to provide quality products for different food specialties. The quality of service (SQ) and customer satisfaction (CS) are two constructs that when evaluated are critical for any market. In this study, the perception and relationship between SQ and SC in the different restaurant specialties is evaluated, contrasting the perception between national and foreign tourists segments. Using 162 surveys, the constructs were evaluated using five dimensions: installations, accessibility, human capital, atmosphere, and food, where hypothetically food and human capital should be the main determinant. The results suggest that SQ and CS are perceived similarly between both segments, except in the Italian specialty in all its dimensions, and partially in Japanese. The food dimension was the highest value on average however, it was not significantly different from the rest of the dimensions. The SQ had a moderate positive impact on CS given the perception of diners by segment based on correlation analysis, the causal effect of which must be determined with detail.</jats:p>

Relationship between Service Quality and Customer Satisfaction in Restaurants in Los Olivos, Peru

“…Service quality is the set of aspects and characteristics of a product that relate to its ability to satisfy expressed or latent needs, i.e., measuring the degree of a customer's satisfaction with the product or service provided by organisations (Castro and Paccha 2017). Similarly, quality is defined as a form of attitude that is related to satisfaction and originates from making comparisons of expectations with perceptions of quality when a customer has a service experience (Monroy and Urcádiz 2020). It is from multiple definitions that formulas have been developed to better support its understanding.…”

“…On the other hand, customer satisfaction is the expression of an emotion that the customer has about a product or service at a given moment that can be lasting or transitory; for this reason, it is necessary to fulfil what organisations promise their customers in a standardised way so that there are no distortions in the requirements of the product or service (Zarraga et al 2018). Likewise, it is possible to find several approaches, one of them considers satisfaction as the result or response of the consumption experience, specialists define satisfaction as an emotional response to experiences related to the purchase of certain products and services (Monroy and Urcádiz 2020). Finally, customer satisfaction is important for organisations because it provides insight into customers' perception of the service they receive (Villodre et al 2014).…”