Estudio técnico de los factores de calidad, en el servicio de transporte comercial, modalidad taxi convencional y ejecutivo: caso de estudio ciudad de Riobamba, provincia de Chimborazo

Abstract

The present work with the topic: "Technical study of quality factors in the commercial transport service, conventional and executive taxi mode, case study: Riobamba city, Chimborazo province", was developed in order to evaluate the level of service offered by the 48 commercial taxi commercial transport operators and 19 executive taxi operators. The investigation starts from the identification of the quality factors related to the commercial transport service in the taxi mode. Then, the current situation was diagnosed in order to calculate the level of service provided by the operators. For the collection of information it was necessary to apply surveys directed to the representatives of the operators, and to the service provider called "Operators" and users who access to this type of transport. After the investigation stage, it was determined that the management of the operators lack of suitable personnel in the area of transport management and the level of satisfaction of the service offered by commercial transport in the conventional taxi mode is 58% while in an executive taxi mode is 56.8%, evidencing that there is an average of 57.6%. The proposal formulates strategies that will improve the provision of services of commercial transport operators of taxi mode, which establishes corrective actions or improvement projects, starting from the administrative side of the operators and quality factors such as: Customer service, travel duration, safety and comfort. For this reason, it is recommended that the representatives of each operator, implement each proposed action with the aim that operators provide a quality service to users who access to the taxi service.