ANÁLISIS DE LA SATISFACCIÓN PERCIBIDA MEDIANTE MODELOS DE ECUACIONES

Abstract

The present investigation applies the Structural Equations Models to analyze the perceived satisfaction by the clients of the restaurant The Aljibe, located in Havana, Cuba. Therefore, the technique is used in order to build a model aimed at analyzing customers ́ behaviors, identifying the most valuable elements that contribute to the satisfaction of the customer. Hence, the results help the company to use resources and efforts in the most efficient way. Moreover, an index of general satisfaction is created, which uses a specialized valorization for any of the analyzed attributes