Plan de estrategias para fortalecer la calidad del servicio de matriculación vehicular, en la Dirección de Movilidad Tránsito y Transporte del GAD. Municipal del cantón Riobamba, para el año 2018

Abstract

This research deals with the development of "Strategies plan to strengthen the quality of Vehicle Registration service, at the Directorate of Mobility, Transit and Transportation of ADG municipal of Riobamba in 2018". The revenue analysis in the past years is reflected by the loss of USD 49600,48 between the years 2016 and 2017 which represents 5,34%. Later the aim that pursues the development of strategies plan is to provide as a tool to solve internal management processes of the Directorate. For its development techniques were used as questionnaires of surveys applied to users and staff of the Directorate of Mobility, Transit, and Transportation which allowed the gathering of information to know the various factors influencing the monthly income reduction, similarly the corresponding SWOT analysis was implemented to the directorate which allows having the knowledge of the current situation of the entity. It is concluded that the socioeconomic sector in which research is focused on is the medium-high sector of the population, that has not received adequate attention from the company and represent a sector with a potential sector that some of its competitors are already attended them. It is recommended the implementation of the strategies for the improvement of attention and customer service presented in this research work, that allow the user to obtain the satisfying their requirements.