Análisis de la satisfacción de usuarios de la metrovía en Guayaquil respecto a la calidad del servicio.

Abstract

This study aimed to analyze how users perceive the service quality of the Metrovía System in Guayaquil and to determine which aspects most strongly influence their satisfaction, with the goal of generating well-founded information to propose improvements aligned with the real needs of citizens; Using a quantitative approach and a descriptive-correlational scope, the SERVPERF model was used to evaluate performance perceptions in five critical dimensions: tangibles, reliability, responsiveness, assurance, and empathy; A structured questionnaire was administered to a sample of 117 frequent users using non-probability convenience sampling as part of the non-experimental, cross-sectional design technique; Cronbach's alpha coefficient was used to assess the instrument's dependability; the result was a value of 0.915, showing excellent internal consistency; The results revealed a marked and widespread dissatisfaction, especially in the reliability dimension, where 57.3% of respondents reported a negative perception regarding adherence to schedules and frequencies; A key administrative finding was the identification of "forced loyalty" among daily users, who, despite exhibiting the highest levels of dissatisfaction (67.7%), continue to use the system due to a lack of alternative mobility options; It is concluded that the service suffers from systemic flaws in its operational management, which degrade the user's perceived value; Finally, strategies for optimizing fleet usage during peak hours and strengthening security protocols are recommended to improve customer experience and ensure the system's sustainability