CONSTRUCTION AND IMPLEMENTATION OF AN INDEX OF USER SATISFACTION (ISU) TO KEEP PACE WITH DEMAND ACCOMMODATION IN THE FIELD OF THE CITY OF NEUQUÉN

Abstract

Tourism in the city of Neuquén is in frank process of growth, and to being considered as a scale center, from the Municipal and Provincial point of view, it is evident the political and strategic interest that it should become a stay center from the revaluation and increase of the supply of cultural, entertainment attractions, etc. of the city, this is the reason why many Travel Agencies and Tourist companies, observing the tendencies of the travel market reconverted their activity from missive to receptive, or even better, new Travel Agencies exclusively as receptive were incorporated in the city of Neuquén.
On this subject, competition is important and the changes of tendency in the feld occur vertiginously. The tourist consumer is more and more demanding, they demand quality in services, quick answers and looks for experiences that make them feel different and special. Having this situation in mind, lodgings owners/managers realize the benefits of working for the satisfaction of their clients, (although the culture of measuring performance is not installed) not only to retain them, but also to increase their level of consumption and to attract new ones by means of their recommendation. This type of research allows giving samples of its viability.
For that reason it is decided to project new alternatives of tools for quality management such as the User Satisfaction Index of lodging facilities in the city of Neuquén, as a diagnosis and solution alternative to the problem of the lack of measurement of quality in service.