Análisis de los factores que influyen en la calidad de servicio de transporte público de buses urbanos en la ciudad de Cuenca, 2019

Abstract

Customer service and satisfaction are currently of great importance due to the high requirements of users, making companies maintain a culture of continuous improvement, thus the present research aims to identify the factors that influence in the service quality of public transport of urban buses in the city of Cuenca and subsequently identify if there are significant differences between the variables of sex and age with the dimensions of the proposed model, given that, in the city there is no study which takes into account the user's perceptions and expectations regarding the service quality of this means of transport. To meet the objective, a cross-sectional study is carried out applying the SERVQUAL Model, on a sample of 402 users, to analyze the perceptions and expectations of the users of this means of transport, a questionnaire of 18 items is used for both expectations and perceptions, with a total of 36 questions. The data was analyzed by a combination of statistical techniques in SPSS, which included, among others, validation of the reliability of the questionnaire with Cronbach's Alpha, a regression equation of the applied model, and hypotheses that were tested using the chi-square statistical test. Within the SERVQUAL model, five dimensions were considered: Tangible elements, Reliability, Responsiveness, Security and Empathy, which were extracted together with their perceived values. This analysis presented, as the main result, that expectations are higher than perceptions, that is, quality levels are low, there is low user satisfaction and, therefore, the quality of the service of this means of transport in Cuenca is lower than what the user expects