“Evaluación del impacto de la calidad de servicio en el transporte público urbano de la ciudad de Guaranda, provincia de Bolívar”

Abstract

The specific objectives of this degree work called "Evaluation of the impact of the quality of service in urban public transportation in the city of Guaranda, province of Bolivar" was to diagnose the current situation of the quality of service in public transportation in the city, to analyze the service provided by the Cooperative of Public Transportation of Passengers in Urban and Rural Buses “Universidad de Bolivar”. The research design was carried out by identifying the organizational aspects that influence service quality, such as administration, human talent management, and service provision. For collecting information, it was necessary to apply surveys directed to the users of urban public transportation and to the members of the cooperative that provides the transportation service. At the end of the research stage, it was determined that factors such as the driver's treatment, breakdowns on the route, cleanliness, travel times, condition of the fleet, safety, and the way of driving obtained a score of 21/40, which is the perception that users have of the urban public transportation service. Regarding the Cooperative providing the service, it was found that it has a hierarchical or traditional organizational structure; with respect to respect for the established stops, 40% of the users mentioned that they rarely respect them and 24% never respect them. It should be noted that both users and members of the cooperative agreed that the road infrastructure and user information are in the regular to the bad range. The proposal consists of developing an improvement plan for the provision of urban public transport service in the city of Guaranda, where actions are formulated starting from the administrative part of the cooperative and the parameters that influence the quality of transport service.