Modelo de gestión de servicio y la satisfacción de los usuarios en el sector cooperativo de transporte urbano de la provincia de Tungurahua

Abstract

The "UCTUT" Union of Urban Transport Cooperatives of Tungurahua is made up of the four urban transport cooperatives of Ambato such as: Tungurahua, Los Libertadores, Vía Flores, and Unión Ambateña and the company Jerpazsol that daily provide service to 172,000 users, covering both urban and rural routes from approximately 50 years, these operators are regulated by the Directorate of Transit, Transportation and Mobility. This research work has focused on conducting an analysis of user satisfaction on the quality of service offered by these operators in order to design a service management model aimed at satisfying the needs of users who choose this daily means to mobilize. The data thrown by the field research applied to urban transport users through the survey instrument, indicate several failures and nonconformities with respect to service satisfaction, emphasizing specific aspects such as non-compliance with routes, preferential rates, the disrespect to the maximum capacity of passengers, the insecurity, the attention to vulnerable groups among others, situation that could be observed causes a lot of discomfort in the citizenship. Thus, the proposal is to generate a service management model aimed at satisfying users, allowing both control bodies, managers, drivers and assistants to integrate and provide a service that satisfies users. This management model will be proposed, planned and evaluated with regard to the time it will take to implement it and what will be generated through strategies to achieve the proposed objective.