Propuesta de mejora continua con enfoque a la calidad de servicio del transporte público interprovincial aplicando estándares de calidad de la Norma UNE - EN 13816, caso de estudio: cooperativa de transportes Riobamba

Abstract

The present study aimed to analyze quality levels at the Riobamba transportation Company by identifying service problems through standards such as: UNE-EN 13816 which helped to determine the level of quality perceived by users. For this study, the methodology applied was based on the application of user satisfaction surveys about the service received and their expectations, which were fundamental to identify the existing problems. Besides, interviews were applied to the managers of the company in order to identify the level of quality offered to users. After evaluating eight quality standards, the results showed several defficiencies from the beginning, issues related with the attitude of service collaborators and people at the sales point, which sometimes causes the client doubts to use the service again. This proposal contains a continuous improvement plan for interprovincial service at the Riobamba transportation company, as well as its restructuring with the aim to interpreted expectations and needs related to users satisfaction through real parameters in order to be able to guarantee an excellent service. It was concluded that a satisfied user is essential within the public transportation system, so it is recommended to periodically measure its level of provision with the intention to correct problems and improve the service.