Análisis del servicio al cliente de la terminal terrestre de la ciudad de Cuenca como parte del desarrollo turístico 2017

Abstract

In the present investigation of the Customer Service of the Terminal Terrestre bus station of the city of Cuenca as part of the Tourism Development, was proposed to know either the level or index of service quality according to the perceptions and expectations of users or visitors who use this Terminal as means to get to their destination place.

To carry out this research, both a quantitative and qualitative methodology was used, which allowed to learn the tourist situation in the city of Cuenca, as well as to perform both external and internal analysis of the Terminal; In addition, this research allowed to obtain theoretical references on quality service, benefits and organizational strategies. A market analysis was also supported by applying the Servqual Model to know the profile of the potential user or visitor, therefore, the level of their perceptions and expectations, as well as demographic data were discovered.

According to the study conducted, recommendations or strategies were determined to improve the quality of the service, which were focused with the results obtained from the Servqual Model.