Plan de mejora de la calidad en el servicio de la modalidad de taxi convencional en el cantón Guano - provincia de Chimborazo

Abstract

The present research work called “IMPROVEMENT PLAN OF SERVICE QUALITY IN CONVENTIONAL TAXI MODALITY – GUANO CANTON – CHIMBORAZO PROVINCE” has a purpose to increase the level population’s satisfaction that uses the conventional taxi service. The research developed using the quantitative and qualitative methodologies that contributed to the analysis of contexts encompass the quality of service the survey used in the collection of information directed towards users and drivers of transport service operators in the modality of conventional taxi, also the interview used, and addressed to representatives of regulatory body service, leaders of the operators and users to get accurate data of the current situation. The study showed the low quality in the service of conventional taxi modality, the need of implementing quality of service standards and the lack of harmony among those get involved, presenting discomfort among them. The main aspects to take into account for the realization of improvement plan reflected in the raised strategies divided into two segments, they are: “Culture and service quality” and “work environment” have a goal, to solve the encountered problems in the study about this modality of transportation service, grating the rights and obligations that correspond to each one of involved actors, they are the commercial transport operators of conventional taxi, the users, and as a regulatory body the Municipal Transit Direction Land Transport and Road Security of Guano canton.