Design of a strategic model for restaurants and bars based on continuous quality service improvement, Barranco 2025.
DOI:
https://doi.org/10.70917/ijcisim-2026-4418Keywords:
Service quality, SERVQUAL, provider perspective, Gap 1, food and beverage, Barranco, Lima, Peru, Kruskal–Wallis, establishment type, continuous improvement, hospitality management, restaurant quality, gastronomy, developing economyAbstract
Service quality bears directly on organisational sustainability, yet most SERVQUAL research captures the customer perspective, leaving the provider viewpoint under-examined in gastronomy. This study assessed how service-providing staff perceive the quality they deliver across five SERVQUAL dimensions and four establishment types in Barranco, Lima, Peru. Ninety informants from 30 food-and-beverage establishments completed an adapted 10-item SERVQUAL instrument. Kruskal–Wallis tests, Dunn–Bonferroni post-hoc comparisons, effect sizes (ε²) and exploratory factor analysis were applied. All six comparisons yielded statistically significant differences with large effect sizes (ε² range: 0.147–0.363). Responsiveness was the weakest dimension (M = 3.30; 26.67% favourable) and tangibles the strongest (M = 4.16; 72.22% favourable). Fine dining showed the strongest overall quality profile. The resulting deficit hierarchy provides an empirical basis for establishment-specific continuous improvement strategies within Barranco’s gastronomic sector.
