La Cultura Organizacional y la Satisfacción de los Usuarios de la Unión de Cooperativas de Transporte de Taxis de Tungurahua en el año 2015.

Abstract

The present study studies the Organizational Culture and the Satisfaction of the Users of the Union of Tungurahua Taxicab Transport Cooperatives in 2015; This organization is dedicated to the control of taxi transport cooperatives in the province of Tungurahua with this to regulate regulation to provide a quality service. Therefore, the research focuses on the identification of positive and negative factors of the organizational culture, business image, planning and training, thus verifying the reality of the transportation service. The field study shows that users are in agreement with the development of social responsibility programs, as well as the necessary training for drivers on a semi-annual basis in order to provide a quality service, for which the suggestion box and the website will serve as a means of communication with managers, as drivers indicated that they almost always receive complaints from users. With the research, EFQM (European Foundation for Quality Models) model is proposed as a solution to the problem to improve the service quality of the organization, which is a non-normative model that develops the concept of Total Quality and is oriented towards Business Excellence.