“Plan de mejoramiento de la calidad del servicio para la cooperativa de servicios de transporte urbano vía flores “Coopviaflores” del cantón Ambato”

Abstract

The objective of this research work was to develop a plan to improve the service quality for Cooperativa de Servicios de Transporte Urbano Vía Flores "Coopviaflores" of Ambato canton to determine the current situation regarding the service provided by the cooperative to the users and later propose a plan with improvement actions in the face of the problems found. The determination of the current situation was carried out through the application of research instruments such as observation sheets, interviews and surveys that were applied by the Servqual method for the collection of qualitative and quantitative data. Through the results obtained by the Servqual method, it was evidenced that the Reliability and Response Speed dimensions present problems in terms of service, presenting a gap between expectation and perception that -2.6, 84.44% of the units do not have user information systems regarding the routes and schedules of service and requires constant training aimed at drivers, assistants, partners, and administrators. It is concluded that the problems found in the provision of the service by the cooperative can be solved through the proposed service quality improvement strategy plan and the implementation of the App called "Mi App Vía Flores". It is recommended that the managers of Cooperativa de Servicios de Transporte Urbano Vía Flores take into consideration this study, which will help improve user acceptance and improve the level of quality of the service provided.