Nivel de satisfacción del usuario del transporte público urbano de la ciudad de Loja año 2018
The purpose of this study was to determine the level of citizen satisfaction in accordance with the provision of public urban transport service in the city of Loja-Ecuador. The methodological strategy of this research consisted in the application of the Servperf (Service Performance) model, one of t...
שמור ב:
| מחבר ראשי: | |
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| פורמט: | bachelorThesis |
| שפה: | spa |
| יצא לאור: |
2020
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| נושאים: | |
| גישה מקוונת: | http://dspace.unl.edu.ec/jspui/handle/123456789/23079 |
| תגים: |
הוספת תג
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הוספת תג | סיכום: | The purpose of this study was to determine the level of citizen satisfaction in accordance with the provision of public urban transport service in the city of Loja-Ecuador. The methodological strategy of this research consisted in the application of the Servperf (Service Performance) model, one of the most important in this type of studies measuring the perception of customers regarding the quality of the service based on five dimensions: tangible elements, capacity of response, security, reliability and empathy; These criteria together define the quality of the service received. A standardized survey of 22 statements was applied to the users of the service, as a result it was obtained that the assessment of the quality of the service is 3.11, partially agreeing with the perception of quality and with 62.22% satisfaction of public transport in the city of Loja. |
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