Abstract

FALCON-ACOSTA, Odalys; PETERSSON-ROLDAN, Maritza; BENAVIDES-GARCIA, Sonia  and  SANCHEZ-FALCON, Rocío. Measuring the quality of the internal customer in a hotel facility. Ing. Ind. [online]. 2012, vol.33, n.1, pp. 13-18. ISSN 1815-5936.

This work was carried out in a hotel located in the tourist resort of Varadero. It aims to build a global index for measuring the quality of the internal customer. We used different techniques for information processing such as those belonging to the branches of: Descriptive Statistics, Inferential Statistics, Multivariate Statistics, Multicriteria Techniques and those related to working with experts. This work has a didactic importance since it highlights the role of tourist service worker as a key factor, given our economic conditions, to achieve the quality of the offered services and the formation of an image that encourages competition in the international market. The paper proposes a procedure to calculate an index that measures the quality of the internal customer in any tourist facility.

Keywords : quality; index of quality; internal customer.

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