Evaluación de la calidad del servicio del Sistema intergrade de transporte masivo urbano y el nivel de aceptación que tienen los usuarios, period 2012-2013. Plan estratégico de caidad d servicio
No hay miniatura disponible
Fecha
2013
Título de la revista
ISSN de la revista
Título del volumen
Editor
Resumen
La presente tesis planteó un análisis detallado de las falencias que han existido en el sistema
integrado de transporte masivo urbano (SITMU) de la ciudad de Guayaquil, mismas que se han
convertido en la causa principal de incomodidad para la sociedad, esta observación originó el
interés de las autoras de dar a conocer la calidad de servicio que brinda este notable elemento
de sobrevivencia que traslada a millones de personas hacia diferentes destinos, se consideró
que el servicio debió intensificarse mediante compromisos de calidad asumidos en diferentes
ámbitos con la finalidad de satisfacer las expectativas del usuario y a su vez exista una
aceptación donde se dé prioridad al transporte público sobre el privado, se estimaron diferentes
conceptos basados en teorías científicas de importantes autores que posibilitaron el desarrollo
de una investigación de campo descriptiva por el conocimiento del objeto de estudio y el medio
que lo rodea; los instrumentos para la recolección de información fueron las encuestas
dirigidas a un conjunto específico de personas seleccionadas de manera aleatoria mediante la
fórmula destinada para una población infinita de usuarios del servicio de transporte, la muestra
fue de 235 personas que fueron evaluados con el objetivo de optimizar la atención que ofrece el
SITMU acoplado con la red integrada de autobuses BRT (BUS RAPID TRANSIT) que hasta la
actualidad ha sido el sistema más implementado en toda Latinoamérica, tomado como base el
presente trabajo se proyectó la propuesta de diseñar un plan estratégico de calidad de servicio
haciendo uso de una tecnología avanzada con aspectos cualitativos, cuantitativos y
humanísticos que beneficien a los ciudadanos con un servicio eficiente de óptima calidad,
teniendo como referencia que la valoración implementada a las opiniones de los encuestados
proporcionó que el 58% de los usuarios están siempre y casi siempre satisfechos por el
servicio brindado.
This thesis proposed a detailed analysis of the flaws that have existed in the integrated urban mass transit (SITMU) of the city of Guayaquil, same which have become the main cause of discomfort for society, this observation led to the interest the authors to make known the quality of service provided by this remarkable survival element that moves millions of people to different destinations, it was considered that the service should be enhanced through quality commitments made in different areas in order to meet expectations user and in turn there is an acceptance which give priority to public transport over private, were estimated based on different concepts of important scientific theories that enabled authors to develop a descriptive field research by knowledge of the subject matter and the medium surrounding it, the tools for data collection surveys were directed to a specific set of people selected at random by the formula designed for an infinite population of users of the transport service, the sample was 235 people who were tested with in order to optimize the care offered by the SITMU coupled with the bus network of BRT (bus Rapid Transit) that until now has been the most deployed throughout Latin America, been based on the present work was planned to design a proposal strategic plan of service quality using advanced technology with qualitative, quantitative and humanities that benefit citizens with efficient service of the highest quality, with reference to the valuation implemented the opinions of respondents provided that 58% users are always and almost always satisfied with the service provided.
This thesis proposed a detailed analysis of the flaws that have existed in the integrated urban mass transit (SITMU) of the city of Guayaquil, same which have become the main cause of discomfort for society, this observation led to the interest the authors to make known the quality of service provided by this remarkable survival element that moves millions of people to different destinations, it was considered that the service should be enhanced through quality commitments made in different areas in order to meet expectations user and in turn there is an acceptance which give priority to public transport over private, were estimated based on different concepts of important scientific theories that enabled authors to develop a descriptive field research by knowledge of the subject matter and the medium surrounding it, the tools for data collection surveys were directed to a specific set of people selected at random by the formula designed for an infinite population of users of the transport service, the sample was 235 people who were tested with in order to optimize the care offered by the SITMU coupled with the bus network of BRT (bus Rapid Transit) that until now has been the most deployed throughout Latin America, been based on the present work was planned to design a proposal strategic plan of service quality using advanced technology with qualitative, quantitative and humanities that benefit citizens with efficient service of the highest quality, with reference to the valuation implemented the opinions of respondents provided that 58% users are always and almost always satisfied with the service provided.
Descripción
Palabras clave
EVALUACIÓN, CALIDAD, SERVICIO, PLAN ESTRATÉGICO