Propuesta de un Plan Estratégico para mejorar la calidad del servicio que oferta el transporte público masivo intraprovincial de pasajeros en el cantón Chambo.

Abstract

The objective of this research was to design a proposal for a strategic plan to improve the quality of the intra-provincial mass public transport service of passengers in the Chambo Canton, by the expectations that users have about the offer of the research list service. developed quantitatively and qualitatively, indicating that the research design is descriptive-explanatory because research techniques such as surveys and interviews were applied to the collection of primary data, which were applied to 385 users who use the Public passenger transport service of the Chambo canton. As a result of the tabulation and interpretation of the data obtained, it was possible to determine that 40% of the users of the service have the appreciation that the quality is bad, besides, a deficiency of 88% was determined concerning the urban equipment referring to the stops of buses, which determined that 90% of users recommend improving the quality of service in terms of trained personnel, transport units and street furniture. With these identified inputs, a proposal was designed to improve the quality of the passenger transport service, from three important areas such as, improve the administrative and personal management of the operators, improve the comfort and convenience of the user when entering and staying in the bus design in the operators an efficient communication and information system for the services offered to the public, and see the possibility of merging the passenger transport operators of the Chambo canton. It is emphasized that this research has been analysed from improving the quality of service in benefit of users.