Analysis of the service of fast food companies in the city of san miguel, el salvador

In the current era of globalization, organizations must be oriented to satisfy the needs and expectations that consumers demand, since there is an environment of competitiveness in the market. This situation forces companies to differentiate themselves in the service they offer to their clients, this being one of the fundamental aspects to achieve loyalty from consumers.

analysis-service-companies-fast-food-san-miguel

This research work shows the history of fast food in El Salvador, the development and acceptance of it in the urban area of the city of San Miguel, aims to present results and conclusions obtained from a study which will allow us to present the importance of what service represents in fast food restaurants, as well as being able to assess whether the perception that customers have is good or bad, the results of this study will serve as a theoretical basis for the necessary recommendations that contribute to the provision and improvement continuous service and thus be able to have a better quality of service offered to customers.Also shown are the findings of the survey where it can be seen in the results which of the questions asked obtained the highest score and who favors these scores.

C HAPTER I. STATEMENT OF THE PROBLEM

1. Description of the Problem.

The activity of commerce is of utmost importance in our country in its different categories existing in the market, especially in the area of fast food restaurants. Since the notable increase in the sale of fast food has manifested itself quickly, also in the number of establishments where the products are promoted and sold.

Decades ago talking about fast food was not common, since it was not very well developed both in the world and in our country. Until in 1912 in New York City a small sale of breads began, where it was not traditionally served, with a waiter but rather the customer asking for the product from a showcase. Over the years it evolved in a very constant way, but where it gained strength was until 1949, making hamburgers popular since years ago they were sold but not in the way that the brothers Richard and Maurice McDonald introduced it and until 1951 As the new concept was formally introduced to the Merriam-Webster dictionary, it included the term "fast food."

Twenty years later, fast food was already practically everywhere and everywhere, and our country was not the meaning of such an event of development of the fast food market.

In our country, it was not until the 1970s that Chicken Country restaurant arrived, being one of those that opened a gap in the food market, including McDonald's, Wendys, Chicken Country, Burger King, Chicken Country, Pizza Hut, among others..

Like all the aforementioned franchise chains, they are restaurant chains dedicated to the fast food industry in San Miguel. Franchises that are characterized by their excellent service and the quality of their products provided by the internationally recognized chains in their entirety. Its presence in the market is of utmost importance for the competition in the sale of fast food in San Miguel.

Today consumers have been constantly evolving and the demands are increasingly present within the services required by fast food consumers.

Fast food restaurants have a modality of ordering in a self-service or restaurant, thus offering the selection option of their preference to their customers.

In San Miguel they receive numerous ideas and suggestions from people outside their organizations. However, they spend a lot of time, money, and effort developing and executing new services, products, techniques, and equipment to be used or to be used in the future. The development of new restaurants can be carried out either directly by the specific brands or under the direction of other entrepreneurs dedicated to the purchase of franchises.

It is worth mentioning that all the chains dedicated to the fast food sector control the development processes in each of the franchises. Taking into account that their desire is to grow more and more nationally and internationally, without losing what characterizes their preferences.

All these chains seek to obtain the needs, problems and requirements of users within the products and services provided to customers. And for the achievement of each one of these mentioned points it is necessary to have a clear knowledge about the system and to be able to deepen and be able to propose a solution in the best possible way.

As expected, every purchase made always results in a good service received which has left a good degree of consumer satisfaction, or conversely the service received did not exceed or in the least what customers expected to receive, creating a bad perception in the client of the service provided.

The competition currently has a variety of methods established within the service establishment to offer better care and better service when providing its products to consumers, keeping in mind that customer satisfaction and comfort come first..

Offering good customer service is an essential part of creating customer loyalty, and this generates trust and therefore creates satisfaction that allows customers to return to the place of purchase.

STATEMENT

Is the service in fast food restaurants in the urban area of the city of San Miguel good?

JUSTIFICATION OF THE PROBLEM

This research is about the quality of service that is being provided in fast food restaurant chains. The consumer, each time becomes more demanding and detailed in terms of service, and will depend on this service provided, the perception that the customer manages of the different brands that are dedicated to the field of fast food sales.

The client seeks satisfaction in the consumption of the product or the reception of a service under the following parameters: the highest standards of quality, service and cleanliness in its production and in the care of its clients, through these parameters competitors will be able to stay in a very competitive Migueleño market in the fast food sector. Among these are the main ones, Burger King, McDonald, Pizza Hut, Pollo Campestre, Pollo Campero, Wendys, Don Pollo, Subway, Quiznos among others.

According to the source of the Corporation for American Franchises; The evaluation in the quality of the service is very decisive and decisive in the companies, if on the part of the company there is constant supervision and verification of the processes already established, very good results will be obtained. There must be a constancy of service, a fight to stay ahead.

In this framework, the demands of the service does not only imply placing yourself first, as a leader in sales, or as a price leader. The perception that the client has goes beyond a brand, it requires an additional service accompanied by a high quality product and under the highest standards.

Within them we have the International Organization for Standardization

(ISO STANDARDS) which defines all the features and characteristics of a product, process or service that affect its ability to satisfy regulated or explicit needs to standardize product and safety standards for companies internationally. For this reason, aspects that define quality are established: Product, Process or System or Service. The ISO 9001, 2008 standards have a clear focus on the customer, including: clearly defining the requirements of the product or service, establishing methods of evaluating customer service.

Similarly, the demands on product quality is a very important factor for the consumer, for this reason, it will adhere to the standards that govern this factor, which are the ISO 22000 Standards, whose function is to guarantee the food safety or safety, as well as food quality through product quality.

SCOPE AND LIMITATIONS.

SCOPE:

The aim is to obtain quantitative information that shows whether the service is good or bad in fast food restaurants in the urban area of the city of San Miguel.

LIMITATIONS:

The limitations that were presented to us in the development of the research work were:

Availability of time Lack of contribution by the people approached to answer the survey.

OBJECTIVES

OVERALL OBJECTIVE

Investigate whether the service in fast food restaurants in the urban area of the city of San Miguel is good.

SPECIFIC OBJECTIVES

1-Check if the service in fast food restaurants in the urban area of the city of San Miguel is good.

2-Distinguish the service in fast food restaurants in the urban area of the city of San Miguel.

CHAPTER II. THEORETICAL FRAMEWORK

Worldwide, the customs of each country have been respected despite the fact that they have international restaurant chains. These restaurants tend to tropicalize both their food and the services they offer, so that they adapt to the needs of their customers.

In El Salvador, fast food restaurants are characterized by having an informal service where they order, pay, receive the purchase order, and eat. In addition to being able to consume the product within the restaurant, they offer the product to go and the third modality they offer is home delivery.

The boom in fast food businesses in El Salvador began in the 1970s, starting first in 1971 with Pollo Campero, at 72 Mc Donald's (Servi-Pronto Restaurants) in 74, Toto ´s Pizza and Burgers Hardee´s (Biggest Restaurants), Mister Donut´s and Pollo Campestre at the end of the 80´s. Most of these restaurants begin operating in one of the largest commercially attractive areas located on Boulevard de los Héroes. These restaurants are of greater recognition through the times.

From the 90's and along with Globalization, the representation of restaurant franchises such as Wendys in 1992, Pizza Hut, Burger King, in 1994 and Domino's Pizza later were brought to the country. In 1998 the presence of Mc Donald´s and the most recent one is Nash and Kentucky Restaurants.

The theme of franchises came to revolutionize the concept of customer service in fast food, since they demand high quality standards from the national counterpart, in customer service and in product quality.

A consumer is a person or organization that demands goods or services provided by the producer or supplier of goods or services. In other words, it is an economic agent with a series of needs and desires that has an available income with which it can satisfy its needs and desires through market mechanisms.

The consumer is the central and primary part of the provider of goods or services, since it is he who decides for which product to buy or make use of some service. Nowadays companies work more and more to satisfy the needs of the consumer and that they feel good about the product they buy or demand.

TYPES OF CONSUMERS.

Every marketing professional wants the perfect competition in the market to be able to develop the different strategies, to position the product and company in a privileged place.

The consumer is more and more educated and informed and is more demanding, and with the increase in the standard of living, desire determines purchasing habits that generally prioritize the added value of products over their functionality.

We will also have to take into account that in every competitive market there are a series of social groups, whose reactions will directly affect our results. Below are the most represented:

Buyers or users of products marketed by our company Buyers or users of products marketed by competing companies Potential buyers or users who currently do not consume our products or those of the competition, for whatever reason. not absolute buyers of the product, which, however, may have a positive or negative impact on its marketing at a given moment. Example: environmentalists with respect to certain food products. Proscribers or indicators are those who, knowing the product, can influence the acquisition or not of a certain good for different reasons.Opinion leaders are people who, due mainly to their positioning and social recognition, can strongly influence the general opinion of the market, depending on their inclination towards a certain product. These types of characters are often used in the world of communication and advertising to help sensitize a certain social stratum to an idea.

CHARACTERISTICS OF CONSUMERS.

The world changes rapidly, trends, new technological implements, customs, the way of looking at life, the way we communicate and interrelate and even how we dress, clearly demonstrates that we do not live in a static world, but for the On the contrary, changing, accelerated and waiting for new sensations.

The current consumer has several characteristics which are listed below:

WANTS TO BE LISTENED: Behavioral experts have pointed out over and over that we all want to feel well treated. Listening to customers is not only a strategy that will allow us to get closer to them, but it is also an excellent source of information. By listening to their needs, suggestions, opinions and interests, they will feel that they are taken into account, that what they are saying is really important and that they will not be ignored at all, creating satisfactory and long-term business relationships. (RELATIONAL MARKETING). IT DOES NOT HAVE TABOOS: Globalization, fashion, trends, different groups worldwide, among other key factors, have allowed a tolerant look at certain types of behavior that in other times were unacceptable, The consumer is no stranger to this,Today's customer is more curious, he wants to try and know, and even the price factor takes a backseat when the consumer wants to make a difference in some aspect of their daily life. ways to meet your needs and spend your money in a particular way. This leads to a desire to be better, to dress, eat and have fun at ease or achieve status. THEY LIKE THINGS OF QUALITY: The current consumer seeks quality in a broad sense: quality in the product, in the service, in the commercial relationship, in exceeding expectations, in the after-sales etc. Customer expectations are not only limited to the quality of the functional aspects of a product, but also include emotional satisfaction.IT DOESN'T HAVE TIME: Today's society moves much faster than before, just listen to the comments that corroborate it: "time is not enough", "time is nothing", "before there was more time", today's consumer wants the Things now, the customer does not have time to wait, that is why the ability to respond quickly becomes increasingly important in customer relationships. IT IS HARD TO SURPRISE: the high volume of information and the incorporation of technology tip to everyday life, makes today's consumer difficult to surprise, the abundance of products, technological advances makes today's customer more demanding and want to go beyond what they offer. UPDATED, KNOW AND DOCUMENTS BEFOREjust listen to the comments that corroborate it: "time is not enough", "time is nothing", "before there was more time", the current consumer wants things now, the client does not have time to wait, it is for This means that the ability to respond quickly becomes increasingly important in customer relationships. IT IS HARD TO SURPRISE: the high volume of information and the incorporation of the latest technology in everyday life makes today's consumer difficult to understand. surprising, the abundance of products, technological advances makes today's customer more demanding and wants to go beyond what they offer. IT IS UPDATED, KNOWS AND DOCUMENTS BEFOREjust listen to the comments that corroborate it: "time is not enough", "time is nothing", "before there was more time", the current consumer wants things now, the client does not have time to wait, it is for This means that the ability to respond quickly becomes increasingly important in customer relationships. IT IS HARD TO SURPRISE: the high volume of information and the incorporation of the latest technology in everyday life makes today's consumer difficult to understand. surprising, the abundance of products, technological advances makes today's customer more demanding and wants to go beyond what they offer. IT IS UPDATED, KNOWS AND DOCUMENTS BEFOREthe customer does not have time to wait, which is why rapid response capacity becomes increasingly important in customer relationships. IT IS DIFFICULT TO SURPRISE: the high volume of information and the incorporation of cutting-edge technology into life Everyday, it makes today's consumer difficult to surprise, the abundance of products, technological advances makes today's customer more demanding and wants to go beyond what they offer. UPDATED, KNOW AND DOCUMENT BEFOREthe customer does not have time to wait, that is why the rapid response capacity becomes increasingly important in customer relationships. IT IS DIFFICULT TO SURPRISE: the high volume of information and the incorporation of cutting-edge technology into life Everyday, it makes today's consumer difficult to surprise, the abundance of products, technological advances makes today's customer more demanding and wants to go beyond what they offer. THIS UPDATED, KNOW AND DOCUMENT BEFOREThe abundance of the products, the technological advances make the current client more demanding and want to go beyond what they offer. IT IS UPDATED, KNOW AND DOCUMENT BEFOREThe abundance of the products, the technological advances make the current client more demanding and want to go beyond what they offer. IT IS UPDATED, KNOW AND DOCUMENT BEFORE

BUY: This is another of the characteristics of the current consumer. The knowledge that the client has of the products, the market and their environment, makes it a real

"Expert" when making a purchase decision.

The aforementioned characteristics are essential to know and keep customers loyal, so that their shopping experience is perfect, with added values, quality service and an efficient response to attention to all their expectations.

CONSUMER ROLES.

There are 5 different roles (roles), which the consumer can play in a purchase decision:

Whoever suggests or thinks for the first time about buying that particular product or service, Who explicitly or implicitly influences the final decision, Who determines some or all of the decision: whether to buy. What is purchased, how, when and where to buy Who makes the actual purchase Who or who uses or consumes the product or service.

CONSUMER BEHAVIOR.

Consumer behavior varies according to the type of purchase.

Complicated behavior to buy:

People are very involved in the purchase and perceive big differences between the products.

Dissonance reduction: It occurs when an expensive purchase has to be decided. Buyers get involved Behavior for regular purchases:

The buyer is not involved, does not consider that there are differences between the brands.

Variety-seeking behavior: Requires little buyer involvement, but brands are perceived as different.

CONSUMER EXPECTATIONS.

Consumer expectations are summarized in quality, which is divided into:

Quality Required. It corresponds to the indispensable attributes that the client requests when expressing her needs and that the company can know in all its terms to satisfy them. Expected quality. It refers to those attributes of the good that complement the indispensable attributes that are not always explicit, but that the client wants and that usually have a strong subjective component. They are called expectations. Potential quality. These are the possible characteristics of the good that the client does not know, but which, if offered, they value positively.

CONSUMER SATISFACTION.

In order to know what the customer is thinking in relation to the perceived service, it is necessary to carry out a reliable service audit, but for this the company must have clear criteria for the quality of customer service.

These quality criteria range from selling to the customer exactly what he requested, and in the minimum conditions required, both in price, product and product quality.

Fast food restaurants tend to provide these services to the customer under strict verification of all their operational processes, ranging from the prices published on the menus to those charged to the customer until the product is prepared with the ingredients offered to the customer. client, with the exception of offering a surplus or an additional ingredient to that requested by the client.

It makes mention of an invisible client, to know the perception of the service received, it refers to strategies that serve as audits to companies to know the degree of service that they are offering to the client, this invisible client, may be a client out of profile to the that we are used to serving and therefore the service staff, their tendency will be to serve in a different way, whether it is more positive, to win a customer or in a simple way, making the customer go unnoticed.

Therefore, there must be a very rigorous focus on the part of the branch or restaurant manager in the service that is being provided in the restaurant area because it is possible that the facilities are full of customers, but we do not yet know the degree of satisfaction that Customers have for the service provided from the time an order was placed, until it was received, it is not just about providing a service, it is about providing a total service.

The way to customer loyalty, how the quality of service influences the image, satisfaction and trust to provide total quality in customer service, all perspectives must be taken into account, from a rigid operational control to a greater effort. on the part of the organizations that must be directed towards the activities of direction and administration.

In our opinion, the quality of service becomes one of the variables for achieving customer loyalty. Although offering a high quality of service is not enough to achieve a loyal customer base, well, but the quality of service will influence in some way the development of customer relationships. We must also point out that the quality-loyalty relationship in most Sometimes it is not a relationship as direct and immediate as expected because it is where the companies must go, gaining the trust of the consumer, since nowadays.

Fast food companies are one of the franchises that is always at the forefront of what the customer needs, their focus is the environment that surrounds their customers, it tries to satisfy the needs of its target segments and thus be able to provide a degree of Trust your customers, but today there are so many fast food restaurants that are always at the forefront of competing and giving their best to be leaders in the market.

Nowadays, this is not only a company dedicated to selling fast food, but it also offers its clients a place for fun, a work place for friends, with modern facilities, a pleasant cleaning, security in its stations and wide spaces. Quality of services is being provided in its entirety.

The administrative resource is one of the main axes to carry out all this service function, all the operational processes carried out by the employees, their success or failure depends largely on the administrative area, such as mentioning for example cash cuts or closings of shift, must be carried out in a very effective and fast way so that this does not interrupt the service of taking the order to the client, POP Materials, current and expired promotions must have a very thorough review by the staff administrative to avoid falling into the pain of offering the client a new product that we do not yet have in stock.

The direction and administration carried out by the administrative personnel of these companies must be very well structured and defined to avoid falling into an inconvenience that in the end results in the services provided in the restaurants to customers.

A very common problem that occurs and that the main responsible is the administrative staff, is to be in a restaurant where there are few staff and this is not able to serve all the customers that are at the time, this due to poor programming in the work schedules granted to the employees, or lack of knowledge of their business of the influx of customers at times of key hours, such as lunch or weekends that the facilities are generally supplied by customers.

The communication that exists between a branch manager and his employees will make the parameters of customer service more effective, a very well-trained employee, with a well-marked path on how to serve his customers, is the result of the guidance of a good manager that is leading the brand to success through the service provided by employees. Besides having a satisfied customer, you will also be gaining more trust in your customers and recognition for the quality of the service received.

It is worth mentioning that the concept of quality is moving towards the customer, becoming the key element of the valuation that it performs on the service offered, so that today there is also no single definition for the quality of service and, consequently, neither a unique way to measure it.

ATTENTION / CUSTOMER SERVICE.

In this time, the market has become very demanding, for this reason companies must have a greater emphasis on the consumer, to know the market in which they are located, and not only that, but also the competition, to know the culture of the people to improve each day more and more. satisfy the consumer since through them you get to have loyalty and thus achieve a position in the market for which it is advisable to carry out consumer research.

A consumer is a person or organization that demands goods or services provided by the producer or supplier of goods or services, that is, he is an economic agent with a series of needs and desires that has an available income with which he can satisfy those needs and wants through market mechanisms.

The study of consumer behavior allows marketers both to preside over how consumers react to their promotional messages and to understand why they make purchasing decisions and thus evaluate the current environment.

Today there are no viable companies without customer service and without the quality of the service that must be offered. Therefore, in order to be present in an increasingly competitive market, companies have to bet on the quality of service considered by many to be the fifth P of the Marketing Mix.

For this reason, it is considered that service is a very important factor that must be put into practice in all companies, and those that exceed the limit or that do not exist, are the ones that will be preferred by consumers. In all fast food companies, service is an essential practice and part of the commitment of its employees.

Service is the new standard that customers use to judge a company. It is "selling" since it encourages customers to return to the company more frequently and to buy more. The service is more effective in increasing business volume than marketing, sales promotion or advertising, it adds more final net benefits than the activities carried out in the area of research and development, product innovation, capital increases, expansion of the financial portfolio, among others. It is an activity where they seek to respond to the needs of a client (economy) or of someone in common. It is the result of necessarily carrying out at least one activity at the interface between the provider and the customer and is generally intangible.

INTRODUCTION OF FAST FOOD RESTAURANTS.

The fast food market is made up of all those companies, both small and transnational corporations, dedicated to the elaboration of products for food consumption.

The fast food market is the most outstanding forces operating in the fast food industry and causing changes, both in the way of its development and in the rules of the game.

CHARACTERISTICS OF FAST FOOD RESTAURANTS.

Fast food restaurants are identified for offering their food as quickly as possible, which is why they need to be innovative and use techniques to satisfy their customers, because of this it must have different characteristics from restaurants that offer a la carte menu. These types of companies that offer fast food have taken great ideas, obviously from foreign competition, since noticing the success they have had and the acceptance of consumers, it has been notable that the techniques they use have given good results.

The main characteristics of fast food restaurants are detailed as follows:

Fast food does not take long to be delivered to the customer, that is, this type of food, as its name says, is fast service and delivery should not exceed fifteen minutes, it is accessible, since you can find a restaurant of this type anywhere. The desired menu is chosen, through illuminated labels that lie at the top, from where the employee will take the order. These labels appear with bright and eye-catching colors to the customer's eyes, in addition these internal labels sometimes show a succulent snack that is related to the order.

Pleasant presentation by the employees of this restaurant, which gives the establishment a magnificent image, the color and uniform style of its clothing distinguish them, where the company name or logo also appear in embroidered form and even caring to use hairnets, for female staff, for a greater guarantee of food hygiene.Accessible hours allow consumers to visit at lunch or in the evening, as these restaurants end their attention to the public around At ten o'clock at night, taking advantage of serving families or family groups that have dinner outside the home. Have a meal and use your food: the custom that was lived before this innovation, had to do with waiting for us to be served at the table.Now this attention is only in restaurants with a la carte menu; fast food restaurants is the opposite since you find a line of stewardesses ready to be taken then the required food is placed, and you find a place to eat them. Find a suitable place: these restaurants do not have a dining set common, the originality of the chairs was initially innovative. This type of chair allows to save more space and to carry out cleaning actions more practical. A different decoration: when entering this type of restaurant, it is possible to notice a dynamic and modern decoration, with colorful tables that refer to groceries sold, even to the country where this type of fast food was started.of which most have this type of service, you can easily have a quick meal; just by ordering from the tranquility of the home by telephone or through the use of the web pages created for that purpose.

Some restaurants cover the central area of San Miguel.

Affordable prices: they have affordable prices for consumers, since they start from $ 2.50 and you can get a succulent lunch or dinner.

MINIMUM REQUIREMENTS THAT FAST FOOD RESTAURANTS MUST MEET.

Customer Support:Customer service is essential in a restaurant of this type, because the existence of the establishments depends on the consumer, because if they provide excellent customer service, they will always be invited to visit the place, which would mean a higher percentage in company sales. Below are the characteristics that must be met in restaurants: receiving the client in a friendly and cordial manner, registering the client and assigning a table according to the number of people. Looking for the right place according to the occasion and demand of the client, take the order, politely answer the questions that are asked, and advise in case you ask something, write down the specifications that the client makes for your food, make known the kitchen,of all the specifications that the client has made, before handing over the account, check that everything is fine.

Professional hygiene in Fast Food Restaurants: it is necessary that the staff serving the client have an excellent presentation, since part of a good image of the restaurant is made up of those who are exposed to customer service.

It is necessary to notice a good appearance from head to toe, both the male and female staff need to express a lot of kindness, in order to make customers experience great confidence in the service provided by the restaurant.

Stages of the service: it consists in that there must always be a person in charge of carrying out all the details that must be fulfilled in the work of the day, and thus provide for some type of delay for those hours when there is the greatest influx of customers, since in this way the consumer is prevented from going through a moment of discomfort, since they can feel that they go unnoticed, in this way they will avoid taking a bad image of the establishment.

The stage of stay in the restaurant is the most important, since it depends on the client's return, because they perceive how the organization is in him and if he seems to have been cared for, he will be invited to return. The waiter must be attached to certain skills, personal characteristics and knowledge in such a way that his position is carried out more efficiently. Employee Attitudes in Quality Service. "Customer is First" Mindset Positive AttitudeProfessionalism Orientation towards peopleAvailabilityCustomer ResponseBasic Respect

These attitudes must be applied by all the people in charge of providing customer service, to achieve greater effectiveness and success within the company, at the same time they must be trained and guide their customer service, since everything must be focused on he. An attitude shows enthusiasm and problems are handled much more easily.

CUSTOMER SERVICE IN FAST FOOD RESTAURANTS.

Something common to all individuals and service companies is that they have a genuine customer-friendly attitude. When you say a friendly attitude, you mean that customers are considered the most important part of the job and you sincerely appreciate that they prefer to do business with the company. In San Miguel, there is a variety of fast food restaurants that apply the philosophy of customer service because they recognize the profitability generated in the long term by providing good service, and this also generates side effects such as

"Advertising" since a satisfied customer replicates this experience to potential restaurant customers.

Good public relations reflected in customer service in fast food restaurants stems from effective service. Sometimes clients are angry; occasionally they are irrational, however, they are still clients who require an efficient and fast service; Because of this, in these types of restaurants they are concerned about keeping their employees under constant training in customer service so that, at the moment of truth, they know how to adequately solve any problem that may arise in the establishment.

FAST FOOD RESTAURANT EXAMPLE.

Burger King, is a chain of restaurants dedicated to the field of hamburgers in San Miguel, among which you can enjoy a wide menu of drinks, hamburgers, children's menus and also many toys that are part of the combo to brighten up the little ones.

It also offers its customers the reception room service, for children's parties and other social events, very attractive packages for such events.

Enjoy a hamburger, is to have the best in its large and modern facilities, you can enjoy a pleasant atmosphere with friends, family and friends.

SERVICES OFFERED BY FAST FOOD RESTAURANTS.

Accessible hours so that consumers can make use of the facilities and service of fast food restaurants. Home services, most of which have this type of service, can easily have a fast food; just by ordering from the tranquility of the home by phone and through the website. Sales promotions, usually offer promotions at different times of the year, for example 2 x 1, which consists of taking two products paying only one, in addition, products Enlarged. Diversification, some restaurants have adopted to diversify their menus, but always offer their main spin, a fast food dish.

EVALUATION METHODS FOR FAST FOOD RESTAURANT COMPANIES.

The importance in fast food restaurants is directed directly to the consumer to implement new resources or strategies so that the consumer is satisfied with what is offered.

Fast food restaurants must have evaluation methods for customer service in different areas, for example in the self-service system, both internal and external, which the modality of their service is to take the customer's order. In the box, it carries out a process until it reaches its final destination, which is the dispatch of the order made by the client.

TYPES OF EVALUATION

Generally speaking, quality assurance refers to any planned and systematic activity aimed at providing customers with products of appropriate quality, along with confidence that the products satisfy customer requirements.

Quality assurance depends on the excellence of two important focal points in business: the design of goods and services and quality control during the execution of the company and the delivery of services, this is generated from the moment the client presents himself to This establishment and requests the order generates the appropriate precision in offering the customer the product as well as finding a clean place for them to sit and taste because it is not the same as the customer expecting as they clean while waiting as this generates in mostly uncomfortable for clients.

In general, it also includes some form of measurement and inspection activity, which is most recommended in the toilets to keep track of the cleaning, if you need or are all the different elements and utensils to be used there, the quality assurance has It has been an important aspect of production operations throughout history.

It is important to mention that the conclusion based on consumer behavior, both angry and repentant subjects do not return to the company where they received a bad service, they speak negatively about it and similarly value the development of various service recovery strategies.

This implies that these companies must maintain a consistency in all their products, so that the flavor of what was prepared yesterday is the same flavor as what was prepared today, except for the introduction of a new product or a new recipe.

Because otherwise if we offer the client a product that he already knows and deliver it in a way that is not in conflict with the client, and this can cause different forms of reaction in the client, both negative and could impact the reputation or the brand positioning.

In order not to reach these levels, you must have a rigorous review and practice of all your administrative and operational procedures, offer new services to the client or an additional service to the one already provided.

Loyalty can be implemented directly through programs that inform customers or implicitly. Customer loyalty for that company is what keeps them firm and competitive in the market, in recognition of this loyalty. They must seek strategies, analyze our clients to exceed their expectations, offer a more personalized service so that the client feels confident and very well identified.

Basic operations and services in restaurant and special events. They comment that worldwide, the development of different companies that provide the same services in parallel, has made the competition between them very remarkable, which is why the implementation of marketing technology has been intensified to achieve differentiation in the market, to train part of choosing clients and achieving their individual profit goals.

However, for other countries, if you want to develop companies, efficiency, effectiveness and effectiveness are very important, for which it is necessary to apply marketing technology with a view to achieving satisfaction of the needs of the population and therefore greater social well-being. There are few works that allow, in a synthetic way, to approach the main theoretical conceptions about service marketing and that demonstrate the need for study and application of the perceived quality of service.

In its entirety, the companies that operate worldwide always follow the franchise's quality standards, and restaurants are one of them. And it has a decoration and atmosphere according to the comfort of the clients, the image and presentation is a strategy very well used by these restaurants. Taking into account as fundamental of its services and products provided for its clients, achieving in its entirety the expected satisfaction.

Most companies nowadays make commercials on film, programs or television channels using popularity to attract their customers to restaurants in order to obtain a greater influx of customers in their fast food restaurants as well as to improve. what they are are using the customer survey tool to help them assess their performance as these surveys can be vital for companies today.

For the result of using this resource to be effective, it is nothing more than offering excellent customer service, a satisfied customer is a happy customer and it is on that happiness that our foundations are based on to expand and gain ground.

Through them, customer service can be personalized, in addition to offering the different services that the restaurant chain has, such as reception of social events, a place to connect with your laptop, tablet, cell phone or simply a place to eat healthy and have fun

Reference is also made to the fact that the capacity of the service quality dimensions, in terms of the tangible ones, when predicting customer satisfaction, must statistically control the effects of service quality on social interaction between employee and client, both functional and relational.

The tangible dimensions of service quality manage to predict an additional and significant amount of variance in user satisfaction, beyond the effects of the quality of social interaction.

Fast food restaurants not only welcome children in their establishments, but also have at their service a large space with fun games so that they can be very entertained while waiting for their parents for their food, this becomes an attraction for all children since today most restaurants have these spaces especially for them, thus offering excellent service and attention provided to customers, since most customers perceive the service and attention as they want it.

This is achieved by controlling the relationship statistics between customer and employee, thus evaluating their service provided, going beyond what is expected by customers, such as the technology and image they project for users. Ensure the satisfaction of each client through quality, service, cleanliness, real estate and consistency. In each of the services provided. Provide Restaurants with customer service personnel who are clean and sharp, well trained, do their jobs enthusiastically, and treat everyone courteously and manage to serve the order in 3 minutes or less. In recent years we have observed how the increase in competition and the need to improve the quality of companies is closely related.But it is striking that quality improvement is not enough to face the effects that globalization has on the sector. The quality of the service requires careful monitoring of customer preference, increasing profitability by attracting new consumers.

The quality of the service has to be something constant and continuous, it is not conformity with the specifications that are perceived at first glance but rather conformity with the specifications of the clients. The quality of the service becomes a reality in the perception of the clients as well as the children, considering them as one more desire of the perception, since the latter implies a thought and analysis of what the clients want.

At the time of consuming the products as well as receiving each service provided by fast food restaurants. In addition to offering its customers the best experience in terms of service, product quality and atmosphere in its restaurants and serving them quickly and correctly, high-quality product at an unbeatable price.

Quality in customer service gives a competitive advantage to thousands of companies. More knowledge about consumers: Today, there is more knowledge than ever about why customers prefer certain services

It is clear that selling fast food in the country is a potential market, and the fast food restaurant has managed to gain ground in this market. Taking into account the wishes and needs of consumers, and that all users are looking for is the comfort of service establishments, and it has spacious and very comfortable facilities for the taste of customers, whether in the children's area. as in young adults, thus satisfying various segments of the acquired market.

As we all know, consumers are very special when choosing a comfortable, fresh and friendly place. Restaurants are characterized by offering, in addition to their excellent products, what the consumer is looking for. It has a range of very comfortable tables and chairs in different styles where the client can choose where to sit and the time to stay.

Restaurants grow as employees are well trained for the good service provided to consumers. He is committed to selling his clients at the right price and his priority is to improve his service and product every time for each of his consumers' wishes.

Fast food restaurants are today a world leader for their services and products and here in San Miguel is no exception as they have image, price, fashion and a special preference for many of their followers, the real estate agents that offer They are very practical and this allows the company to save space without losing the comfort and preference that characterizes it within its establishments.

ISO STANDARDS

The ISO 9000 series are a group of 5 individual, but related, international standards of quality management and quality assurance.

They are generic, not specific to any product. They can also be used for manufacturing and industrial services. These standards were developed to effectively document the elements of quality systems that are implemented to maintain an efficient quality system in the company. The ISO 9000 series does not specify the technology that must be applied for the instrumentation of the elements of the quality system.

Some benefits that are achieved by implementing these series in the company are:

The possibility of giving quality to the product or service Avoid costs of final inspections, costs of guarantees and reprocesses The number of customer audits of the operating processes can be reduced Greater acceptance by customers and acceptance in both national and international markets.

ISO 9000 certification can serve as a form of supplier 'class' differentiation, particularly in high-tech areas, where high product safety is crucial. In other words, if two suppliers are competing for the same contract, the one with an ISO 9000 certificate may have a competitive advantage with some buyers.

The quality of a product is a result that emerges due to the interrelation of a set of processes that take place inside and outside business organizations. Many times the complex characteristics of such a process system are ignored or undervalued, even by some people, and in companies it is considered that the production and / or service provision process is solely responsible for achieving the quality that people expect. and they demand, therefore, the quality of the product leads us to provoke good or bad customer service.

Furthermore, this standard has four groups of essential processes to achieve customer satisfaction and continuous improvement.

The processes of senior management: it acquires a prominent role in the commitment to the improvement and development of a quality system. The resource management processes: influence the need to evaluate training, the provision of information, restaurant facilities working conditions, among others. What can affect the quality of the product The processes of realization of a product or service: it includes the planning of the realization of the product and all the aspects necessary for its realization such as the design and development of the purchases, the operations themselves and the control of Measurement and monitoring equipment. Measurement, analysis and improvement processes track product performance, control nonconforming product data analysis, and establish improvements.

There are many ways in which the client sees the quality of the services, this can be perceived when receiving an order, when being attended at the cashier, or when carrying out a social event on the premises, there are many clients that their The focus is on the quality of the ingredients with which the products are made, for which reason the author mentions that there is no specific definition for the quality of customer service.

CHAPTER III. HYPOTHESIS SYSTEM

GENERAL HYPOTHESIS

The service in fast food restaurants in the urban area of the city of San Miguel is good.

SPECIFIC HYPOTHESES

H1 –The service in fast food restaurants in the urban area of the city of San Miguel satisfies customers.

Ho –The service in fast food restaurants in the urban area of the city of San Miguel does not satisfy customers.

H2 -The atmosphere in fast food restaurants in the urban area of the city of San Miguel influences the preference of customers.

Ho -The atmosphere in fast food restaurants in the urban area of the city of San Miguel.

CHAPTER IV: METHODOLOGY

TYPE OF STUDY.

The importance of this research is to obtain a clear result, based on a frame of reference that is consistent with the objectives set out in our research. To achieve the result, the type of descriptive study was established because the opinion of the people is described, in this case for the service provided by fast food restaurants in the urban area of the city of San Miguel.

POPULATION AND SAMPLE.

The population to study are the different fast food restaurants located in the urban area of the city of San Miguel, to determine the quality of the good service that customers receive.

The sample to study represents the 100 people surveyed taken at random in the different fast food restaurants located in the urban area of the city of San Miguel, to determine the good service that customers receive.

TECHNIQUE AND INSTRUMENT

TECHNIQUES: The method to be used for our research will be the survey, which is one of the tools par excellence that is used at the behest of most market studies and research. INSTRUMENT: The instrument to be used to collect information in the Research will be made up of a questionnaire, which will be formulated by questions in a clear and coherent way, that is, easy to understand for people who will approach them on the subject, in order to obtain accurate first-hand information.

The procedure that we will carry out will be to go to the vicinity of fast food restaurants in the urban area of the city of San Miguel, in order to approach people who have recently obtained a service in them and thus obtain the valuable information we seek.

STATISTICAL MODEL

The statistical model that we used as a team in this case was the Chi square that determines whether our selected hypothesis is accepted or not.

Applying formula:

CHI SQUARE OBSERVED FREQUENCY CHART

YES NO TOTAL

Question 1 80 20 100

Question 2 77 23 100 TOTAL 157 43 200

EXPECTED FREQUENCY TABLE.

IF NOT

Question 1 78.5 21.5

Question 2 78.5 21.5

DEGREE OF FREEDOM F-1 * C-1

GL = 1 * 1 GL = 1

Fre Obs Fre Esp.

80 78.5 0.02866242

77 78.5 0.02866242

20 21.5 0.10465116

23 21.5 0.10465116

0.26662717 CHI SQUARE

CHI SQUARE 3.84 TABULAR

With the results obtained applying the hypothesis test, chi square, we conclude that we accept our alternative hypothesis # 1 and reject the null hypothesis of it.

CHI SQUARE TABLE:

CHAPTER V. ANALYSIS OF THE DATA

Data analysis consists of carrying out the operations to which the researcher will submit the data in order to achieve the objectives of the study. All these operations cannot be rigidly defined beforehand.

Data collection and certain preliminary analyzes can reveal problems and difficulties that will out-date the initial planning of the data analysis.

However, it is important to plan the main aspects of the analysis plan based on the verification of each of the hypotheses formulated, since these definitions will in turn condition the data collection phase.

There are two major families of data analysis techniques:

Qualitative techniques

It determines all aspects such as time, environment, quality and service of fast food restaurants in the urban area of the city of San Miguel.

Quantitative techniques

Determine the number of fast food restaurants evaluated and the number of people surveyed.

CHAPTER VI: CONCLUSIONS AND RECOMMENDATIONS

According to what was observed in the results of the surveys applied to the selected customers of the Fast Food Restaurants in the urban area of the City of San Miguel, it was concluded that the hypotheses initially proposed in this work about the service provided by the restaurants of Fast food is not completely good as they are failing in the time factor.

1-Give greater importance, in the speed of delivery of the product, previously ordered by the client, since after the payment and order of his order the client becomes more demanding, since he has already canceled his order, a period of waiting time in taking the order.

INFORMATION SOURCES:

ri.ufg.edu.sv/jspui/bitstream/ wwwisis.ufg.edu.sv/wwwisis/documentos Informa-temas.blogspot.com library.utec.edu.sv surveys

ANNEXES

OPEN MODULAR UNIVERSITY.

School of Economics. Business Administration.

The following survey aims to identify the degree of perception of good service that customers have of fast food restaurants located in the urban area of the city of San Miguel.

Instructions: Below are a series of questions, so we ask you to answer in the most honest way, select the answer that best suits you. Mark with an X.

Was the service you received in the restaurant to your satisfaction?

IF NOT____

Do you consider the way they treated you inside the restaurant adequate?

IF NOT____

3-Do you consider that the waiting time for the delivery of your product was just?

IF NOT____

4-Was the atmosphere you perceived inside the restaurant to your liking?

IF NOT____

5-Would you be willing to visit the restaurant again?

IF NOT____

THANKS FOR YOUR VALUABLE COLLABORATION.

GRAPHIC REPRESENTATION OF RESULTS OBTAINED IN THE SURVEY. EXPRESSED IN PERCENTAGES.

Was the service you received in the restaurant to your satisfaction?

IF NOT____

Analysis of the Result: Analysis of the Result: 80% of the respondents generally indicated that they received good service in fast food restaurants, while 20% said no,

Do you consider the way they treated you inside the restaurant adequate?

IF NOT____

Analysis of the Result: Customer loyalty is a strategy for companies that allow them to be retained and likewise maintain income for the company. To achieve this, there must be added value and this is obtained when the attitude of the employee is correct when faced with 77% of the clients think that the way of care is adequate, while only 23% affirm that it is not.

3-Do you consider that the waiting time for the delivery of your product was just?

IF NOT____

Analysis of the Result: The time in the delivery of the order, are other aspects that consumers consider important for their satisfaction, since a previous payment has already been made to obtain a product accompanied by a good service in the shortest possible time and in This research 55% consider that the waiting time was not being fair.

4-Was the atmosphere you perceived inside the restaurant to your liking?

IF NOT____

Analysis of the Result: 78% of the respondents indicated in a generalized way that the perceived environment inside the facilities of fast food restaurants was to their liking, while 22% was not.

5-Would you be willing to visit the restaurant again?

IF NOT____

Analysis of the Result: Analysis of the Result: 75% of the respondents indicated in a general way that they would be willing to visit fast food restaurants again, while 25% said no.

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