Análisis de la Calidad del Servicio aplicando el modelo SERVQUAL en las operadoras de transporte interprovincial de la región litoral del Ecuador.

Abstract

At this document a research is done about the quality of interprovincial public transportation in the Coastal region of Ecuador, through the ServQual model and its five determinants: reliability, security, tangible elements, empathy and response capacity, using as an indicator of measurement the Likert scale, with which it was evidenced which are the causes that affect the quality of the passenger transport service. Through the use of tools in inferential statistics such as Anova and the Tukey methods, the comparison of the five determinants of the ServQual model was facilitated, with datas obtained through surveys, to a sample of 385 people who use the interprovincial passenger transport. It was able to determine and identify the determinant of minor acceptance in customer service of interprovincial transport in the coastal region of Ecuador, porposing through the results the development of an improvement plan that will add value to the determinants of minor acceptance.