Evaluación de la calidad de servicio en el transporte público urbano en el cantón Guaranda, provincia de Bolívar

Abstract

In the present degree work, it was addressed; the evaluation of the quality of Urban Transport in the city of Guaranda, Bolívar province, based on the international standard UNE-EN 13816 which specifies the requirements to define, assume commitments and measure the quality of service in Public Passenger Transport In addition, references are taken from INEN standards on the construction of bodies, the elements necessary for the safety of the occupants and thus measure the quality perceived by users. To collect the information, it was necessary to prepare surveys aimed at users of Urban Public Transport, observation files were also made to verify the status of the vehicle fleet, in addition to the stops located on the routes that the units cover. After the respective analysis of the collected data, the result was that the urban transport service is operating in an acceptable way, which can be improved in aspects such as: customer service, presentation of the driver and assistant to users, furniture and infrastructure in the legally established stops, coverage within the city and rural parishes, punctuality in the fulfillment of routes, To carry out this improvement in Urban Transport, proposals and recommendations are made based on the results of the data obtained. Thus, to help decongest the central part of the city by taking advantage of the use of Urban Public Transport as the main means of mobilization, it was concluded after conducting a multi-criteria analysis using the parameters established in the international standard UNE EN 13816 on the quality of service, having a scale where 1 is bad and 5 is excellent an average of 3 was obtained, the provision of the Urban Transport service being good, which can be upgraded if the recommendations made after the respective analysis are taken into account.