Using statistical design experiment methodologies to identify customers’ needs

Customer satisfaction has become one of the main objectives in all areas of business, especially the tourist trade.

Using statistical design experiment methodologies to identify customers' needs

Ruben Huertas-GarciaTechnical University of Catalonia (UPC), College of Industrial Engineering of Barcelona (EUETIB)

Carolina Consolación-SeguraTechnical University of Catalonia (UPC), School of Telecommunications Engineering of Barcelona (ETSETB)


Over the past two decades there has been an increased interest in quality management in service sectors such as tourism. This interest is based on the belief that service quality increases both consumer loyalty and the probability of being recommended to friends and relatives, resulting in a greater market share (Buzzell & Gale 1987). Hence, consumer satisfaction has become the...

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