Elementos atmosféricos en el servicio de restaurantes y su incidencia en la satisfacción del comensal
Atmospheric Elements in Restaurant Service and Their Incidence on Diner Satisfaction
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La satisfacción del comensal es un constructo ampliamente estudiado, el cual aborda una serie de elementos atmosféricos que al estar presentes en el ambiente de un restaurante no siempre son perceptibles para los propios comensales, pero contribuyen a su experiencia integral. El objetivo de esta investigación fue examinar el impacto de los elementos atmosféricos en la satisfacción del comensal en restaurantes de la ciudad de Guayaquil. Este estudio de diseño correlacional utilizó una metodología cuantitativa que incluyó encuestas aplicadas a 384 comensales de restaurantes de segunda y tercera categoría que conforman la mayor oferta gastronómica de la ciudad. Los hallazgos revelaron que la atmósfera del servicio mantiene una fuerte correlación estadística con la satisfacción general; por lo tanto, incide en las decisiones de los comensales y en su experiencia gastronómica. También se presentan las implicaciones prácticas de los elementos atmosféricos para los gerentes de restaurantes en relación con el diseño físico y del servicio.
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