Aplicación del proceso Analítico Jerárquico para la medición de la satisfacción del cliente en una Institución de Educación Superior (IES).
Mira Segura, Laura Leonor
Jiménez Jarquín, Valentín Inocente
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The purpose of this work, it is to propose a method structured for the evaluation of the satisfaction of the clients implementing a method of decision multi-attributes based on the Hierarchic Analytical Process, which might be applied without importing the type of organization dedicated to the rendering of service and the goods manufacture. Another intention, it is to do an application different from the usual ones for the process, which is applied to the decision exercise, but there are not papers in which the application of this method is proposed to the evaluation of the satisfaction of the client, it has been considered that this application is pertinent and it might turn out to be valuable for future investigations, since it represents an objective base of weighting of criteria of evaluation, doing that the perception of the client is tangible and measurable.