Plan integral de mejora de la calidad del servicio del transporte turístico fluvial del Puerto Francisco De Orellana, cantón Francisco de Orellana. Período 2023-2028

Abstract

"The Comprehensive Plan for Improving the Quality of River Tourism Transport Service at the Francisco de Orellana Port, Francisco de Orellana Canton. Period 2023-2028" was developed with the aim of enhancing the quality of transportation services by applying the SERVQUAL model, using customer expectations and perceptions as indicators through the Likert scale. This research employed both quantitative and qualitative methodologies, using instruments such as customer surveys and interviews with port authorities. A diagnosis of the current situation was conducted, revealing the significant potential for boosting local tourism in the canton through river transport. However, the lack of clear quality standards and insufficient training of operators has limited-service quality, often falling short of visitor expectations. To address these issues, the dimensions of the Servqual model were proposed to identify areas for improvement with negative gaps, including equipment, infrastructure, uniformity, communication, response time, customer service, surveillance systems, protection structure, and safety equipment. The operational design of the proposed plan, including actions for improvement, analysis of activities to be implemented, and control and monitoring measures, was outlined through tables. This comprehensive quality improvement plan is projected to span four quarters with a budget of $291,131.00.