Diagnosis of Customer Expectations and Perceptions in Restaurants in the State of Tlaxcala

The restaurant industry is one of the main productive sectors in Mexico that generates an important economic benefit for country, Mexican food particular recognized throughout world its great value and historical contribution. Derived from importance, it significant to consider offering quality customer service; However, if you want improve sector, must start by addressing all problems commonly occur establishments on a day-to-day basis, derived support company with home delivery service state Tlaxcala increase complaints was detected, such as; they do not deliver as promised, slow service, poor attention employees even some hygiene. objective research analyze perception expectations customers identify factors impact received restaurants central area Tlaxcala, taking Servqual model reference. instrument adapted 45 clients applied know their perceptions, carried out 3 located in: Apizaco, Chiautempan Capital. results showed are satisfied receive because gap analysis variables negative, although difference between perceptions so significant, generally agree. depending received. most critical or those greatest responsiveness empathy.