Modelo para la mejora del servicio en el transporte público intraprovincial en las cooperativas Andina y 20 de Diciembre del cantón Guano

Abstract

Cooperatives Andina and 20 de Diciembre show little empathy towards the user and deficiency in the quality of service offered in Guano Canton, causing a lack of reliability and safety for passengers at the time of travel; therefore, the main objective of this research was to propose a management model in intra-provincial public transport in the cooperatives Andina and 20 de Diciembre of Guano Canton to offer effectiveness and efficiency in the quality of service of these operators. The methodology used had a mixed approach, using essential tools for its scope as the descriptive and explanatory study that allowed the characterization of this transport system was also used, a non-experimental cross-sectional design obtaining current data, bibliographic information has been collected from different regulations as well as a field to get accurate data based on various methods, techniques, and instruments such as the survey to users and operating personnel and observation sheets of the units of the operators. As a result, it was verified that the operators need to fully comply with the regulations in force according to the Regulation of the procedure for the intervention of inter- and intra-provincial public transportation cooperatives, Resolution No. ANT- NACDSGRDi18-0000094, since they present problems at the management and organizational level, user service, and infrastructure and need to meet the mandatory financial requirements of each cooperative. In this context, it was concluded that there is no correct distribution of responsibilities that passengers do not have confidence and security in the operators. Therefore, an accessible and straightforward management model based on ISO 9001 and LOTTTTS has been developed to achieve total quality in the cooperatives.