Propuesta de un plan de mejoras de la calidad de servicio para la Cooperativa de Transporte Terrestre Interprovincial Chambo, en la provincia de Chimborazo, período 2022; aplicando el modelo Servqual

Abstract

The study consisted of a proposal for a service quality improvement plan for Cooperativa de Transporte Terrestre Interprovincial Chambo applying the SERVQUAL model. The research had a mixed approach with a descriptive and explanatory form, with a non-experimental design through a fieldwork type of information gathering. For this purpose, the total population of Chambo canton and Riobamba city that use the transportation service was taken into consideration, having 21,1840 inhabitants and a sample of 399 people to whom a survey was applied based on the SERVQUAL method about the perception and expectation of the quality of the service provided, from which the pertinent results were obtained. The users were mostly male (60%), with an age ranging from 15 to 59 years, married and single almost equally, mostly residents in Chambo canton (74%). A final safety gap of -2.37 was determined, being the lowest result, followed by reliability with -1.98, then there is the dimension of responsiveness with -1.78, empathy with -1.77 and tangible elements with a result of -1.36 between user expectations and perceptions. In order to improve the quality of service, an improvement plan was proposed based on each of the dimensions of SERVQUAL model, where the strategies proposed will make it possible to improve the cooperative's deficiencies to 100%. It was determined that the guarantee provided by the cooperative was deficient, since they do not meet the client's requirements, and it was recommended to follow the improvement plan proposed in this study.