Evaluación de la calidad del servicio y su relación con la satisfacción del usuario en el transporte público del Cantón Quevedo, 2023

The present research addresses the relationship between the quality of the service and the satisfaction of the users of the “7 de Octubre” Urban Transport Cooperative on line 3 of the Quevedo canton, during the year 2023. This research made it possible to evaluate important aspects related to the safety measures on the routes, passenger saturation levels and the perception of service quality from using the SERVQUAL model. The results showed that current security measures, although well-intentioned, are not enough to generate trust among users, especially on the most vulnerable routes. In addition, passenger saturation during peak hours seriously affects the comfort, safety and punctuality of the service. On the other hand, the analysis of the gaps between users' expectations and perceptions showed significant discrepancies in dimensions such as empathy, security and tangible aspects of the service. Based on these findings, concrete strategies are proposed to improve service quality, including strengthening security measures, increasing the capacity and frequency of buses, and implementing training to promote more equitable and humane treatment. . towards users. This research seeks to be a practical and significant contribution to optimize the public transportation service in Quevedo, promoting a model that prioritizes the safety, comfort and satisfaction of all users.

• Autore principale: Briones Intriago, Shirley Jazmín (author)
• Natura: masterThesis
• Lingua: spa
• Pubblicazione: 2025
• Soggetti: Servicios; Indicadores de calidad; Seguridad ciudadana; Demanda de transporte; Satisfacción al cliente
• Accesso online: https://repositorio.uteq.edu.ec/handle/43000/7962