Medición de la calidad del cliente interno en una instalación hotelera

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.