Satisfacción del usuario de la Empresa Pública Terminal Terrestre Tránsito y Seguridad vial del cantón Babahoyo provincia de Los Ríos, del periodo 2023.
This document concerns the case study of user satisfaction of the Public Company Land Terminal Transit and Road Safety whose purpose is based on identifying which are the problems that affect or satisfy the needs of the users, being an entity that provides service it is necessary to know how to give...
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| Format: | bachelorThesis |
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2024
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| Online Access: | http://dspace.utb.edu.ec/handle/49000/17012 |
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Add Tag | Summary: | This document concerns the case study of user satisfaction of the Public Company Land Terminal Transit and Road Safety whose purpose is based on identifying which are the problems that affect or satisfy the needs of the users, being an entity that provides service it is necessary to know how to give unique experiences to its clients, giving a quality service with effectiveness and efficiency, the fundamental objective of this work was to analyze the level of satisfaction of the users of the "Public Company Land Terminal". To carry out this case study, the quantitative and qualitative method was used, applying structured interviews and applying the different techniques such as surveys with the necessary instruments to carry out the methodological framework. The results obtained from the surveys and interviews provided results that showed a somewhat considerable satisfaction rate among users, with which various opinions of the service were reported. The main complaints that remain as a record are the difficulty of accessing the services due to the infrastructure that is not in optimal conditions, the response time to solve problems, the attitude and kindness of the staff and the courtesy of the information provided by its collaborators are efficient but for users they are average. To address these problems, several measures are recommended that could help with the effectiveness of the institution, such as implementing a management system to address problems and make it more efficient, hiring and training more staff. It is also essential to unify and attach information online and consider the introduction of digital tools to speed up procedures. These actions, if implemented correctly, can significantly improve user satisfaction and the perception of the service of the Public Company Terminal Terrestre Tránsito Y Seguridad Vial del cantón Babahoyo. |
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