Propuesta de un modelo de mejoramiento de la calidad del servicio y satisfacción de los usuarios del transporte público y comercial del cantón Chambo, provincia de Chimborazo

Abstract

The proposal of an improvement model of the quality of service and the users satisfaction of the public and commercial transport in Chambo, -Chimborazo province-was developed in order to evaluate the quality of the service by the seven operators of public and commercial transport. The investigation starts from identifying the dimensions that directly intervene in the quality and performance of the service, later the current situation was diagnosed by calculating the level satisfaction of the users concerning the service provided. For the collection of data, it was necessary to carry out interviews directed to the representatives of the operators, at the same time surveys were used towards the users and finally it was necessary to use technical observation sheets about the state of roads, stops, vehicles and the passenger land terminal. After the investigation it was possible to determine that the management of the operators is handled empirically, in addition to not having adequate Human Resource Management processes. Regarding the service quality index offered by the operators is (-44,20) which determines a dissatisfaction of the users, placing the dimensions in strata as: Empathy (-55), Reliability (-52), Assurance (-48), Tangible elements (-36), Response capacity (-30). In the technical part, the poor state of the roads, lack of user information, inadequate signage and unsafe infrastructure were noted. The purpose of this research was the development of improvement actions from the administrative side, quality dimensions and technical aspects that allow users to increase their levels of satisfaction with the service provided. For this reason, it is recommended the total implementation of the model with the aim that operators provide a quality service according to the users needs.