Identificación de los atributos críticos del servicio ofrecido en un centro recreacional

Abstract

This paper is focused on identifying the critical attributes of the service offered in a Recreation Center. For that reason, an exploratory study was developed with the purpose of knowing the critical and favorable points in the quality of the service according to the perception of customers, a survey was applied to 215 users of the Center, with 95% reliability and a margin of error of +5%, The objective was to evaluate six fundamental service variables inspired by the Nordic quality of service model. The study highlights that variables such as the attention of waiters and service agility, are not relevant to the expectations of the users. Instead, there is evidence of a high assessment of the natural environment of the recreational center, in contrast to the low perception of elements related to the facilities of the place such as the playground, cabins and night club, underused spaces that are deteriorate and do not influence the user experience. The proposed service strategy is based on infrastructure expansion and elimination of other complementary service spaces. In the specific case of cabins, it is proposed to link with the hotel's lodging service to generate a greater economic income on this service in the CRCI.