La gestión de la calidad y la prestación del servicio en el sector del transporte público caso de estudio en la Cooperativa "9 de Octubre" de Riobamba.

This paper entitled "quality management and service provision in the public transport sector case study in the cooperative" “9 de Octubre ". It aimed to determine whether quality management affects the provision of the service, since the object of study lacks adequate quality management and poor service provision, triggering problems of dissatisfaction and continuous loss of customers, creating an unfavorable outlook compared to the current situation. In addition, for the verification of the hypothesis the method used was the hypothetical-deductive, through a rigorous process, supported by types of research such as descriptive since it allows to describe the current situation of the operator, also the type of exploratory research was very important to explore the phenomena that have been little studied, and field for the collection of information where the studied phenomena are developed. Therefore, with the check of the hypothesis, showing that quality management if it is concerned on the provision of the service, a proposal based on the ISO 9001: 2015 standard develops, to correct the deficiencies and problems errors that affect the organization, focused on satisfaction and customer expectations, integrating each of the processes in service. Achieving efficiency and saving resources, allowing a greater commitment of collaborators since such quality normality incitement that employees must be motivated to reach an optimal level of productivity, so that such quality management model is a solution in the face of problems and errors that afflict the taxis operation operator "9 de Octubre".

• Prif Awdur: Garcia Garcia, Juan Carlos (author)
• Fformat: bachelorThesis
• Iaith: spa
• Cyhoeddwyd: 2022
• Pynciau: Gestión de la Calidad; Prestación del Servicio; Satisfacción; Cliente
• Mynediad Ar-lein: http://dspace.unach.edu.ec/handle/51000/9372