Plan de mejoramiento de la calidad de servicio de la Compañia Libertadores Libertaxis, en Riobamba-Chimborazo, periodo 2022

Abstract

The present research project called PLAN OF IMPROVEMENT OF THE QUALITY OF SERVICE OF THE LIBERTADORES LIBERTAXIS COMPANY, IN RIOBAMBA - CHIMBORAZO, PERIOD 2022, was developed with the objective of proposing a series of strategies through continuous improvement that help the organization to improve the service they offer with their cab units for the users focusing on satisfying their needs. In order to obtain information, some data collection techniques and tools were used, such as interviews with users and cab drivers belonging to the Libertadores Libertaxis Company, while a questionnaire of questions was applied to the manager of the company through an interview, With all the information obtained, a SWOT analysis was applied to establish the factors that the organization should take into account to carry out the improvement plan, where four strategic objectives were established: "To offer a training program to drivers on the quality of service and user satisfaction"; "Conduct a periodic review of the units and evaluate the driver"; "Establish a service quality control system" and "Maximize the demand for service". It is concluded that in order to apply an improvement plan, management indicators must be implemented, which will be a tool to measure the processes to be developed, with the pertinent characteristics for their proper execution and subsequent achievement of the proposed goals. It is recommended that in order to develop a correct improvement plan, a SWOT analysis is mainly applied, because through it we will identify the key points of the desired change.