Evaluación del servicio de transporte público, modalidad intraprovincial de la provincia de Tungurahua. Caso de estudio: Cooperativa de Transportes de Pasajeros “Tisaleo” Ltda. Período 2023-2024

Abstract

The evaluation of the public transport service, intra-provincial modality of the province of Tungurahua, case study: transport cooperative in passengers "Tisaleo" Ltda., period 2023-2024, due to the fact that factors that affect the transport service have been identified. The present study focused on identifying indicators that affect service excellence by analysing approaches that have been implemented nationally and internationally through a diagnosis of the current state of service quality and proposing strategies for improving service quality. The research used both a quantitative and qualitative methodology and applied instruments such as user surveys and observation sheets, where it was found that transport units do not comply with INEN 1668 standards, there is no adequate organisational structure, there is usually no frequency information to keep passengers informed, half of the vehicle fleet is considered old, the headquarters does not have adequate parking for its units, lack of integration of modern technologies, lack of staff in some transport units to provide assistance to passengers. In order to solve the shortcomings, a plan to improve the quality of service of the cooperative was determined, which will help to increase the satisfaction of users in the following factors: operational management of control and security that was proposed to improve the conditions of the vehicle fleet and the infrastructure of the bus stops, management of service provision to implement ramps and improve accessibility for the elderly and verification of the correct functionality of the surveillance cameras, management of drivers and support staff with training on different topics that will help to improve technical driving skills.