Percepción social del servicio de transporte público en la ciudad de Cuenca, Ecuador
Date
Subject
Transporte público
marketing de servicios
comportamiento del consumidor
satisfacción del cliente
Public transport
service marketing
consumer behavior
customer satisfaction
marketing de servicios
comportamiento del consumidor
satisfacción del cliente
Public transport
service marketing
consumer behavior
customer satisfaction
Language:
Journal Title
Journal ISSN
Volume Title
Publisher
Instituto Tecnológico de Santo Domingo (INTEC)
Los sistemas de transporte público son fundamentales en cualquier sociedad ya que permiten el desarrollo de la economía y mejoran la calidad de vida de sus habitantes. El propósito de esta investigación es conocer desde el punto de vista de diferentes actores del transporte público el nivel de calidad de servicio ofrecido y recibido. El enfoque de investigación fue mixto, en el estudio cualitativo se realizaron 22 entrevistas semiestructuradas. En el estudio cuantitativo el alcance fue descriptivo, de corte transversal con un muestreo no probabilístico por conveniencia a 1.056 usuarios de transporte público. Para el análisis de datos se aplicaron técnicas de estadística descriptiva. Entre los principales resultados se encontró la falta de educación vial, escaso compromiso por parte de los profesionales al volante que no respetan la tarifa de taxímetros, el servicio prestado está muy por debajo de lo esperado, no se respeta el aforo máximo de las unidades.
Public transportation is essential in any society since it allows the economy to develop and improve the quality of life of its inhabitants. The purpose of this research is to know, from the point of view of different public transport actors, the level of quality of service offered and received. The research approach was mixed, the qualitative study involved semi-structured interviews with 22 participants. In the quantitative study, the scope was descriptive and cross-sectional with a non-probabilistic convenience sampling of 1,056 public transport users. Descriptive statistics techniques were applied for data analysis. Among the main results was the lack of road education, little commitment on the part of professionals behind the wheel who do not respect the taximeter rate, the service provided is far below what was expected, and the maximum capacity of the units is not respected.
Public transportation is essential in any society since it allows the economy to develop and improve the quality of life of its inhabitants. The purpose of this research is to know, from the point of view of different public transport actors, the level of quality of service offered and received. The research approach was mixed, the qualitative study involved semi-structured interviews with 22 participants. In the quantitative study, the scope was descriptive and cross-sectional with a non-probabilistic convenience sampling of 1,056 public transport users. Descriptive statistics techniques were applied for data analysis. Among the main results was the lack of road education, little commitment on the part of professionals behind the wheel who do not respect the taximeter rate, the service provided is far below what was expected, and the maximum capacity of the units is not respected.
Description
Type
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artículos evaluados por pares
info:eu-repo/semantics/publishedVersion
Artículos evaluados por pares
Source
Science and Society; Vol. 48 No. 4 (2023): Science and Society; 21-38
Ciencia y Sociedad; Vol. 48 Núm. 4 (2023): Ciencia y Sociedad; 21-38
2613-8751
0378-7680
10.22206/cys.2023.v48i4
Ciencia y Sociedad; Vol. 48 Núm. 4 (2023): Ciencia y Sociedad; 21-38
2613-8751
0378-7680
10.22206/cys.2023.v48i4