Evaluación de la calidad de servicio aplicando el modelo servqual en el terminal terrestre de la Ciudad de Riobamba período 2023-2024

Abstract

The "Evaluation of the Quality of Service Applying the SERVQUAL Model in the Land Terminal of the City of Riobamba Period 2023-2024" has been developed to know the expectations and perceptions by the users when accessing the services offered by the entity using as an identifier the Likert scale, the present investigation begins with the application of the SERVQUAL model that consists of 5 dimensions which are: tangible elements, reliability, responsiveness, security and empathy, which are directly involved in the quality of the service and therefore it was undertaken with strategies for improvement and recommendations that will allow a correct decision making at the institutional level. The research approach was mixed, using both quantitative and qualitative methods, and the scope of the research was descriptive, as the information collected will be helpful in an analysis of the service provided; on the other hand, the non-experimental design was applied as the variables were not manipulated, and the population surveyed to obtain information was used to those who are directly linked to accessing the services provided by the entity. The findings are about four dimensions that showed a low level of perception, namely tangible elements, security, responsiveness, and reliability of service, which generate greater dissatisfaction on the part of users; based on these results, improvement strategies are proposed that allow a better perception of the service.