Análisis del incremento del pasaje en el consorcio metro- bastión de Guayaquil
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2017
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Universidad de Guayaquil Facultad de Ciencias Administrativas
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La investigación realizada se trata del análisis del incremento del pasaje en el sistema Metrovia de la ciudad de Guayaquil, cuyo estudio se realizó en uno de sus operadores llamado Consorcio Metro – Bastión y su impacto en la mejora del servicio que reciben los usuarios que utilizan a diario este medio de transporte. El problema del consorcio y del sistema Metrovia en general es que siguen existiendo unidades que circulan con fallas mecánicas que han ocasionado más de un accidente producto de la falta de mantenimiento, además de otros problemas como fallas en las puertas, la mala distribución de rutas que ocasionan aglomeramiento de usuarios en las paradas de los buses, dando lugar a que los usuarios opten por utilizar el servicio de las tricimotos, entre otros. El objetivo es analizar el impacto en el servicio a los usuarios por el incremento del pasaje. La metodología utilizada es la cuali-cuantitativa experimental de campo y documental, utilizando el método de la observación directa de tipo descriptivo. Además se utilizó la técnica de la encuesta y la observación, como instrumento el cuestionario con preguntas cerradas. Se obtuvo como resultado que para mejorar el servicio es necesario definir estrategias que garanticen que los procesos administrativos y operativos del consorcio se realicen con eficiencia y eficacia mediante un control más exigente de parte de las personas responsables del negocio, para lo cual se propone un plan estratégico a implementar que ayudará a que se brinde un servicio de calidad a los usuarios.
The research carried out is the analysis of the increase of the passage in the Metrovia system of the city of Guayaquil, whose study was carried out in one of its operators called Consortium Metro - Bastion and its impact on the improvement of the service received by users using daily this means of transport. The problems of the consortium and of the Metrovia system in general is that there are still units that circulate with mechanical failures that have caused more than one accident, due to the lack of maintenance, besides other problems such as faults in the doors, bad distribution of routes Which cause crowding of users at bus stops, resulting in users choosing to use the service of tricycles, among others. The objective is to analyze the impact on the service to the users by the increase of the passage. The methodology used is the qualitative-quantitative experimental field and documentary, using the method of direct observation of descriptive type. In addition, the technique of the survey and observation was used as a questionnaire instrument with closed questions. It was obtained as a result that to improve the service it is necessary to define strategies to ensure that the administrative and operational processes of the consortium are carried out efficiently and effectively through a more demanding control of the people responsible for the business, for which a plan is proposed Strategic to implement that will help to provide a quality service to users.
The research carried out is the analysis of the increase of the passage in the Metrovia system of the city of Guayaquil, whose study was carried out in one of its operators called Consortium Metro - Bastion and its impact on the improvement of the service received by users using daily this means of transport. The problems of the consortium and of the Metrovia system in general is that there are still units that circulate with mechanical failures that have caused more than one accident, due to the lack of maintenance, besides other problems such as faults in the doors, bad distribution of routes Which cause crowding of users at bus stops, resulting in users choosing to use the service of tricycles, among others. The objective is to analyze the impact on the service to the users by the increase of the passage. The methodology used is the qualitative-quantitative experimental field and documentary, using the method of direct observation of descriptive type. In addition, the technique of the survey and observation was used as a questionnaire instrument with closed questions. It was obtained as a result that to improve the service it is necessary to define strategies to ensure that the administrative and operational processes of the consortium are carried out efficiently and effectively through a more demanding control of the people responsible for the business, for which a plan is proposed Strategic to implement that will help to provide a quality service to users.
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SERVICIO, CALIDAD, MEJORAMIENTO, USUARIOS