Evaluación del servicio de transporte terrestre modalidad carga liviana en el cantón Guano, provincia de Chimborazo. Periodo 2023

Abstract

Land transportation of light cargo in the Guano canton faces significant problems, according to data collected by the Municipal Directorate of Transit, Land Transportation and Road Safety. The dissatisfaction of users with the service has motivated the “Evaluation of the Land Transportation Service Light Cargo Modality in the Guano canton, province of Chimborazo, period 2023”, with the aim of improving quality by applying the SERVQUAL model, which evaluates user perceptions and expectations through the Likert scale. This research adopted a mixed methodological approach, combining quantitative and qualitative techniques. Among the tools used are the observation sheet based on the parameters of Directorate Resolution No. 004 of 2019, interviews aimed at the managers of the operators and surveys designed in accordance with the five dimensions of the SERVQUAL model. The surveys were carried out on 2.4% of the total population of the Guano canton, who are users who use the service daily. The results obtained from the use of these tools revealed a currently poor level of quality of the transportation service, evidenced by negative gaps in four dimensions of the SERVQUAL model: reliability, safety, tangible elements and responsiveness. These deficiencies have caused the users' expectations to not be met when using the service. In order to solve the identified problems, tables have been prepared that contain specific strategies for each dimension that presents negative gaps, along with the activities necessary to implement these strategies and thus improve the quality of the service. This will help with greater satisfaction on the part of users when acquiring and using the light cargo land transportation service.