Escuela Superior Politécnica de Chimborazo

Abstract

This research aimed to develop an improvement plan for urban public transportation in Coca City, Orellana Province, focusing on service quality using the Servqual model. The study employed qualitative and quantitative approaches, which allowed for data collection through surveys directed at users and observation forms focused on the infrastructure of transportation units and bus stops in order to analyze the existing expectations and perceptions within the transportation system. Based on the results, a weighted score was obtained, indicating an expectation score of 22.31, which was higher than the current perception score of 14.81, reflecting a negative gap of -7.5 that highlights the need to improve service quality across five dimensions: tangible elements, reliability, responsiveness, safety, and empathy. Consequently, it is concluded that the operators TRANSFRANSA S.A. and HUAORANIS need to implement a series of actions aimed at improving the condition of their units by enhancing safety features, user attention, infrastructure, and respect for bus stops, thus strengthening accessibility and service quality in public transportation.