Percepción de la calidad en el servicio en la compañía de taxis ejecutivos “Cotamigralat” en el año 2022-2023.
Due to the new demands that exist in the quality of service, companies and organizations must improve the skills and knowledge of employees, since their permanence in the competitive market depends on them, so that the objective of this research is to measure the level of quality of service through...
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| Format: | bachelorThesis |
| Jezik: | spa |
| Izdano: |
2023
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| Online dostop: | http://repositorio.utc.edu.ec/handle/27000/11135 |
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Označite | Izvleček: | Due to the new demands that exist in the quality of service, companies and organizations must improve the skills and knowledge of employees, since their permanence in the competitive market depends on them, so that the objective of this research is to measure the level of quality of service through the perception of customers who use the service of the executive cab company "Cotamigralat", which is located in the city of Latacunga, province of Cotopaxi, which is located in the city of Latacunga, province of Cotopaxi, the research method that was applied had a quantitative approach with a deductive design, cross-sectional, the survey technique was applied with the Likert scale where; 1 is strongly disagree (lowest level), and 5 is strongly agree (highest level), with the SERVERPERF model of Conín & Taylor (1994), which is divided by dimensions such as: tangibility, reliability, responsiveness, security and empathy, with the measurement of 22 items based on the perception of a sample of 235 customers who have requested the cab service of the company "Cotamigralat", the data were collected and tabulated in SPSS Software, as a result it was shown that in the questions of the dimensions of tangibility and reliability there are more nonconformities by users in the service provided, therefore in the research report was implemented appropriate strategies based on the questions with the highest nonconformity to improve the quality of service. |
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