Optimización de los procesos de matriculación y revisión vehicular para la unidad técnica municipal de transporte terrestre, tránsito y seguridad vial del GADM del cantón Chambo

Abstract

The objective of this research work was to optimize the vehicle registration and revision processes for the Municipal Technical Unit of Land Transport, Traffic and Road Safety at Chambo GADM canton. For the diagnosis processes it was proposed as tools: the analysis of user satisfaction and the quality of the service, through the application of the SERVPERF model, composed of a standardized questionnaire, ,it evaluated the perception of users based on five dimensions: tangible elements, reliability, responsiveness, security and empathy, distributed in 22 items, measured on a five-level Likert-type scale, applied to a population sample of 351 users ; in addition to observation files for measuring service times and evaluating the infrastructure, as well as other operational elements. For the statistical analysis, the instrument was subjected to a reliability analysis by Cronbach's alpha, which determined a reliability of 79.5%, therefore, the level of service quality was determined, according to the established mathematical model, resulting in an index of 3.15 points, with a user satisfaction percentage of 63%, with this it was possible to diagnose critical aspects within the development of processes, excessive service times and infrastructure problems that affect these indicators. It was concluded that the deficient management of the processes is the main trigger of the low response capacity and the deficient quality of the service and the dissatisfaction of the users. Therefore, the application of the proposed optimization model is recommended to the municipal Chambo GADM canton in order to establish a continuous improvement approach in the satisfaction of its users.