Modelo de gestión para la prestación del servicio de las operadoras de Transporte Comercial modalidad taxi convencional de la ciudad de Riobamba

Abstract

This research work consisted of analyzing the causes that affect the service offered by conventional cab operators in the city of Riobamba to design a management model to improve the service provided by commercial transport operators' traditional modality of the cab in the city of Riobamba. For the development of this research, a diagnosis of the current situation was made, which helped to know the state of the conventional cab operators, the perception and satisfaction levels of the users about the service they receive, for which 245 surveys were applied to the administrative area and 290 surveys to the partners and shareholders of the conventional cab operators, the observation cards helped us to know the state of The observation cards enabled us to determine the state of: transportation units, technological equipment, infrastructure, administrative and management aspects, which allowed us to determine that conventional cab operators present problems in the provision of the service and are only governed by the provisions of the Law for its conformation and operation. On the other hand, to know the level of service of the conventional cab operators, the Servqual method was applied to 400 users, where it was obtained that the average of the dimensions was -34.10, being this value the indicator of the level of quality of service, being a negative value indicates that the expectations of the users are not being met, for which the proposal of a management model was developed in which improvement strategies are established focused on four aspects which are: Administration, Human Talent Management, Technical Aspect, and Service Provision. It is concluded that conventional cab operators apply empirical management since they do not have sufficient tools for the provision of the service that contains aspects that facilitate it. It is recommended to apply the management model established in this degree work to improve the provision of the service, committing the administration, partners, drivers, and other collaborators to improve the management of the service to meet the requirements and expectations of users with the implementation of the strategies proposed in this work.