Propuesta para mejoramiento de calidad del servicio en el transporte comercial, modalidad taxi. caso de estudio: compañía “Serviguano”

Abstract

This research aimed to elaborate a proposal for improving the quality of service in the commercial transport taxi modality. Case study: The proposal for "SERVIGUANO" company was developed by using satisfaction indicators of the Servqual methodology that measures the following aspects: tangible elements, responsiveness, service reliability, empathy, and assurance. These factors lead to establishing a clear and precise diagnosis of the perception-expectation of the user. Surveys addressed to the previously determined sample and forms that allowed describing the perception of each driver were necessary to collect information. In this way, it was possible to compare the different conceptualizations of the quality of the service concerning satisfaction and quality. The weighted analysis of the vehicular state reported negative results despite having an 80% new fleet, the users determined that their expectation is 4.09 and the reality is 4.03, differing by -0.53. Regarding the facilities, the factors: the reality of 4.47 and the expectation of 4.22, there is a relatively low margin of -0.23. The aspects of vehicular and uniform states show that the results are given by -0.32 and -0.55. Considering the aspects that must be readjusted, it is concluded that it is necessary to implement a training schedule for the transport operator of the Guano canton, under the supervision of the Supervisory Board and commissioner. In addition, it is recommended to implement the improvement model focused on providing a service in good quality conditions to meet the users' expectations.