Atención al detalle y fidelización: La experiencia del cliente como motor de la gestión comercial en los restaurantes de la zona G de Chapinero, Bogotá.

Abstract

This research project, “Attention to Detail and Customer Loyalty: The Customer Experience as a Driver of Commercial Management in the G Zone of Chapinero, Bogotá,” demonstrates that the competitiveness of restaurants is not determined solely by culinary quality but by their ability to deliver integrated, consistent, and memorable customer experiences. The analysis of digital reviews revealed five critical elements influencing customer loyalty and repeat visits: service quality, staff attitude and presentation, coherence between the commercial promise and the actual service delivered, ambiance, and timely management of complaints. Findings show that restaurants that strengthen internal customer management—through training, leadership, and attention to detail—achieve higher levels of recommendation and more stable customer relationships. Conversely, inconsistencies in service and lack of standardized attention negatively affect customer perception, reducing loyalty and impacting digital reputation. The study follows a qualitative-descriptive approach supported by content analysis of reviews from platforms such as TripAdvisor and Google Reviews, complemented by exploratory interviews with restaurant employees. Based on these findings, an integrated management model is proposed, positioning customer experience as a strategic lever for differentiation and long-term competitiveness in the G Zone.