Administrative management and internal customer satisfaction in hosting services

Abstract

The objective of this research was to examine the relationship between administrative management and internal customer satisfaction in the context of a lodging service. A quantitative approach was used with a non-experimental cross-sectional design, using a descriptive-correlational level. Data collection was carried out through surveys with two questionnaires, one for each variable, directedat the employees who made up the study population. The results supported the general hypothesis, revealing a significant relationship between the variables with a significance level of 0.01. This finding led to the rejection of the null hypothesis and theconfirmation of the research hypothesis. In addition, a moderate positive correlation was observed between administrative management and internal customer job satisfaction, according to the Pearson correlation coefficient (R). In summary, these results underline the importance of perfecting administrative management with special attention to the employee as an internal customer, suggesting a positive impact on the achievement of organizational objectives. These conclusions are fundamental not only for the specific company under study, but also highlight the relevance of effective management in the hotel industry as a whole, contributing to success and competitive sustainability in the market.