Abstract

TAMAYO SABORIT, Michel; GONZALEZ CAPOTE, Dailit  and  CERVANTES, Lidka Sosa. Approach to the organization context analysis in the quality of the accommodation service. Universidad y Sociedad [online]. 2021, vol.13, n.2, pp. 228-241.  Epub Apr 02, 2021. ISSN 2218-3620.

This work refers to an approach in the application of requirement 4: Context of the Organization, of the ISO 9001: 2015 Standard in the management of an accommodation service, as the main activity of a hotel facility that is inserted from the perspective of quality. The scientific relevance´s in the presentation of an analysis and characterization process, as part of the first stage of implementation of the management system and the determination of the key factors of an accommodation service, based on customer satisfaction. The combination of methods, techniques for capturing and analyzing information related to the process approach and strategic foresight, is aimed at determining opportunities for improvement and preparing the organization for quality in the accommodation service.

Keywords : Context of the organization; quality of hosting services; customer satisfaction; process approach.

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