Propuesta de un modelo de gestión para la prestación de servicios para la cooperativa de transportes interprovincial Sangay

Abstract

This research work aimed to carry out a management model of services provided for the Cooperativa de Transportes Interprovincial Sangay, through indicators of quality, for user satisfaction. The research work was developed through gathering field information, for which field observation techniques and user surveys were used. Obtaining as a result that the organizational management evaluated by the level of compliance is found with an average of 3,4 points with an average rating, the financial management represents a rating of 3,76 with an average high rating, the drivers management, and support staff is at an estimate of 2,79 points with a medium rating, the service presentation management has a score of 2,10 with a low evaluation, Operational Management - Vehicle Maintenance was found in an average of 2,76 with an average qualification, regarding the service management provision it was evaluated with the Servqual method, the evaluation was -33,82. Based on this, it was concluded that the shortcomings within its organic structure, prevent a good administrative and working management in the Sangay operator, which limits that the cooperative has a deficient collection system, non-existence of choice and hiring of staff processes, limited information necessary for the user within the transport units and a record of preventive maintenance, making it impossible to comply with the customer expectations, being necessary to carry out the proposed management model for a continuous improvement in all the studied criteria, recommending at the same time that the Deming model has to be socialized for the other transportation cooperatives.