Diseño Empresarial y Satisfacción del Cliente en Establecimientos de Alimentos y Bebidas en el Contexto Post-Pandemia: Un Análisis Multidimensional
Palabras clave:
Servicios de Alimentación, Satisfacción del Paciente, Planificación Empresarial, PandemiasResumen
El presente estudio analizó cómo los establecimientos de alimentos y bebidas (A&B) reestructuraron sus estrategias comerciales tras la pandemia de COVID-19 y cómo estas transformaciones influyeron en la satisfacción de gestores, empleados y clientes. Se adoptó un diseño cuantitativo descriptivo, con datos recolectados en 40 establecimientos de la región de Nueva Écija, Filipinas. Se utilizó un cuestionario estructurado y validado (α de Cronbach = 0,984), abarcando dimensiones operativas, de marketing, gestión y finanzas. Los datos se analizaron mediante medias ponderadas y ANOVA. Los resultados muestran que los restaurantes y cadenas de comida rápida presentaron mayor adaptabilidad y niveles superiores de satisfacción. Los pequeños negocios enfrentaron obstáculos significativos, aunque aquellos que invirtieron en digitalización y capacitación alcanzaron un mejor rendimiento. Las percepciones de satisfacción variaron entre los grupos, siendo los clientes los más beneficiados. El estudio aporta a la literatura sobre resiliencia organizacional al segmentar los efectos de la crisis por tipo y tamaño de negocio, y ofrece recomendaciones prácticas para la gestión de servicios en contextos de recuperación. Entre las limitaciones metodológicas se destacan el recorte regional y el diseño transversal.
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