Prototipo WEB para el autoservicio de clientes en un comercio de consumo de alimentos aplicando un modelo emergente de autogestión para el crecimiento en Inteligencia de negocios

Abstract

The proposed prototype was designed and implemented as a technological alternative to address the issues faced by food retail businesses regarding service, quality of experience, time management, human resources, growth strategies, and logistical problems. To tackle these issues, businesses employ methods and tools that depend on various factors. Although many of these methods are based on information technologies, there are challenges related to access and a lack of awareness of the benefits of these technologies. From the customers' perspective, the aim is to solve issues related to service quality, the limited availability of self-service technology in local restaurants, and the lack of personalization in existing tools. Studies indicate that customers' opinions regarding service quality are not favorable, with low satisfaction levels, especially among higher socio-economic strata and in the city of Bogotá. Furthermore, there is a lack of personalization options in local food establishments, which affects both customers and businesses. Customers do not have the opportunity to convey their preferences to enhance their experience, such as their weekly menu or special orders. Consequently, businesses miss out on utilizing this data for business intelligence and marketing purposes. In summary, this project focuses on the issues faced by food businesses regarding service, technology, and personalization. It proposes the design and implementation of an information technology-based solution to improve the quality of the customer experience and optimize business processes.