Factores clave en la percepción de los usuarios respecto a la calidad del servicio prestado por la Empresa Pública Tame EP. en la ciudad de Guayaquil

The main objective of this work is to identify the key factors in the perception of users regarding the quality of services provided by the airline TAME EP in the city of Guayaquil. The data for the analyses were obtained by mixed technique: quantitative and qualitative, considering a total target population of 131,582 Users of TAME EP, a sample of 282 citizens was obtained through the simple random system; sample used for realization the online survey; qualitative methodology was applied through direct observation; and, interviews to internal costumers about service quality and service management strategies. For the identification of key factors, ten attributes related to the passenger air transport service were selected, assessed according to the importance level of the user's perception resulting the most influential in the perception of quality: safety, punctuality and price. The resulting attributes were valuated according to the performance of the service provided by TAME EP, compared according to the level of importance of the attribute, obtaining: in security 65.58%, punctuality 53.26% and at the price 63.83%; none of these ratings exceeds 70%, considered the minimum acceptable limit. Globally, the acceptance level of the TAME EP brand is 56.74% of the sampled population. The obtained results can serve as bases for the formulation of strategies oriented at improving the levels of captation and loyalty of customers; consequently, improve the competitiveness and economic development of the company.

• Autore principale: Astudillo Rendón, Karem Margarita (author)
• Natura: bachelorThesis
• Pubblicazione: 2020
• Soggetti: EMPRESAS PÚBLICAS; TAME; CALIDAD DEL SERVICIO; TRANSPORTE AÉREO
• Accesso online: http://repositorio.iaen.edu.ec/handle/24000/6295