Análisis de la calidad de servicio del transporte público urbano y su mejora continua a través de la Norma UNE-EN 13816 en el cantón Pastaza, provincia de Pastaza

Abstract

The current research work entitled: “Quality of urban public transportation service analyses and their continuos improvement through UNE-EN 13816 standard in Pastaza canton, Pastaza province”, it is aimed to analyze the quality of urban public transportation service based on eight quality criteria described in the standard and to submit a continuos improvement proposal. The data about socio-economic features as well as the quality perceived and expected by people who use urban public transportation service were collected by using a survey addressed to users. In addition, the analytical analysis of each quality attributes was carried out. The results found in this work are: user dissatisfaction, unsatisfactory interior and exterior signposting and service information. The current general features of the service analysis and the proposal based on a quality improvement service cycle were carried out to develop an improvement plan. It is reflected that the public transportation is the main service who uses the most of the population that is why it is related to an individual's quality of life. It is recommended to GADM to have this research work as a reference to make decisions to provide excellent quality service that meets the needs and expectations of the customers in the transportation.