El Sr. José Carlos Vela, representante de la Dirección de la Autoridad Nacional de Protección del Consumidor, dio a conocer los avances del arbitraje de consumo en el Perú, entre ellos el III Curso de Formación de Árbitros en Protección al Consumidor.

This study focused on the optimization of the service process in the university canteen of the National University of the Peruvian Amazon (UNAP). The main objective was to develop a system dynamics model that would improve service efficiency and reduce waiting times, thus improving customer satisfaction and the performance of dining room staff. To achieve this objective, an applicative-projective research methodology was used, with a quantitative approach and non-experimental design. The population consisted of 288 diners university students with a sample of 68. The data was collected through direct observation and surveys, and processed with statistical techniques and the system dynamics model. The results indicated that the implementation of the system dynamics model made it possible to identify and consider all the relevant variables that influence the service process in the universit...