Propuesta para el mejoramiento de calidad de servicio para el Transporte Intraprovincial (Pungalá, Licto y Chambo)

Abstract

The objective of this study was to propose a model to improve the service of interprovincial transportation companies (Licto, Pungalá and Chambo) in order to satisfy the user's needs. The study began by identifying the dimensions that directly affect the quality and provision of the service and then diagnose the current situation by calculating the user's satisfaction with the service provided. The data collection required interviews applied to the representatives of the operators, as well as surveys applied to users about the perception of the service they receive from the vehicles, and finally a technical observation sheet on the state of the roads, stops, vehicles and land terminals used by passengers. As a result of the investigation, the lack of an adequate process of human resource management was found, the management of operators is empirical. As for the service quality indicators provided by the operators, it is (-177.04), which determines user dissatisfaction, placing the dimensions in strata such as: empathy (-28.78), reliability (-33.53), security (-30.53), tangible elements (-47), responsiveness (-37.20. The technical aspect was found in poor road conditions, lack of information for users, inadequate signage and infrastructure insecure. The purpose of this study was to develop technical, management and quality advances that would allow users to be more satisfied with the services provided. For this reason, it is recommended that the model be fully implemented so that the operator can provide a high quality service according to the needs of users.