Sistema de gestión de calidad para el transporte público de pasajeros basado en la norma UNE – EN 13816:2003 en la Cooperativa de Transporte Tungurahua

Abstract

ABSTRACT The dissatisfaction of the users and the ignorance of the UNE-EN 13816: 2003 standard by the management personnel of the transport cooperatives, generates a lower preference of the users and decrease of the profits, in addition to a low competitiveness, for which The purpose of this research work is to develop a proposal for a quality management system for public passenger transport based on the UNE-EN 13816: 2003 standard in the Transport Cooperative “Tungurahua”. The research work includes a diagnosis of the current situation of the service, through the use of a checklist to verify the criteria of the standard, in addition to a survey with a Likert rating scale regarding user satisfaction, for consequent establish an analysis of the global satisfaction level in order to obtain the reference line of the Transport Cooperative. The results obtained emphasize the non-fulfillment of the quality criteria in 45.28 percent global way, in addition, through the satisfaction survey by the users, a 67.7 percent, indicating a low perception, for which It is concluded that the most relevant criteria in quality deficiency and dissatisfaction are: customer service, environmental impact, and accessibility, for which, through the development of the quality management system, it seeks to improve the operating conditions of transport with standardized processes in terms of manuals, procedures, records, formats and all the pertinent documentation of the process.