Gestión estratégica de las operadoras de transporte terrestre Intraprovincial de pasajeros en Guayaquil, Ecuador, período del 2013 -2016.
Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Las operadoras de Transportes Terrestre Intraprovincial de pasajeros, funcionaron
agrupados en cooperativas y/o asociaciones, son administradas con dirigencias inexpertas,
sobre la base del empirismo por prácticas adquiridas en determinados momentos, con escasos
conocimientos educativos y experiencias profesionales.
No obstante, estos años se ha acelerado su crecimiento, lo cual hace necesaria una
mejor organización que cree procesos en las áreas más críticas, lamentablemente esto no se
ha realizado, lo que genera deficiencias que se ha visto reflejada en que actualmente exista un
alto porcentaje de clientes insatisfechos. El objetivo de la presente investigación es mejoras
en el servicio al Usuario proponiendo un enfoque de gestión estratégica aplicable a las
Operadoras de Transporte Terrestre Intraprovincial de pasajeros en Guayaquil. La
investigación tuvo un enfoque mixto que implicó la combinación de los métodos tanto
cualitativos como cuantitativos. Se acudió a fuentes primarias y a fuentes secundarias. Se
identificó la investigación como mixta al emplear como instrumentos para la recolección de
los datos, la encuesta y la observación. La elaboración de la propuesta estratégica, permitió
revisar y mejorar los procesos internos, lo que le dará mayor eficiencia al sistema de gestión
de las operadoras, así como, mejoran los niveles de satisfacción del cliente.
The intraprovincial passenger land transport operators, worked as cooperatives and/or associations, they are managed by inexpert leaders based on empiric and developed practices on certain moments with few knowledge and no expertise. However during the years they’ve shown an accelerated growth, which proves that there is a need on finding a better way to organize themselves and also creating processes on critic areas. Unfortunately this hasn’t been done yet, as a result there are a lot of unsatisfied clients. The objective of this investigation is to improve the customer service by proposing a strategic approach applicable to the intraprovincial passenger land transport operators in Guayaquil. The investigation have a mixed approach that includes both methods, qualitative and quantitative. Primary and secondary sources were consulted. The research combine instruments for the collection of data such as survey and observation. The intern processes improved substantially thanks to the strategic proposal, this will allow and give a lot more efficiency to the management system, as a result, better levels of customer service.
The intraprovincial passenger land transport operators, worked as cooperatives and/or associations, they are managed by inexpert leaders based on empiric and developed practices on certain moments with few knowledge and no expertise. However during the years they’ve shown an accelerated growth, which proves that there is a need on finding a better way to organize themselves and also creating processes on critic areas. Unfortunately this hasn’t been done yet, as a result there are a lot of unsatisfied clients. The objective of this investigation is to improve the customer service by proposing a strategic approach applicable to the intraprovincial passenger land transport operators in Guayaquil. The investigation have a mixed approach that includes both methods, qualitative and quantitative. Primary and secondary sources were consulted. The research combine instruments for the collection of data such as survey and observation. The intern processes improved substantially thanks to the strategic proposal, this will allow and give a lot more efficiency to the management system, as a result, better levels of customer service.
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Palabras clave
SATISFACCIÓN, CLIENTE, INGRESOS, OPERADORAS DE TRANSPORTE