Evaluación del servicio de transporte, modalidad interprovincial de la provincia de Chimborazo caso de estudio: Cooperativa De Transporte “Colta”. Periodo 2021-2023

Abstract

The “Cooperativa de Transporte Colta” currently provides passenger transportation services in the cantons of Riobamba, Cajabamba, Alausí, Huigra, Chillanes, San Carlos, Milagro, Quito and Guayaquil, with a regular service it stopped offering the service to Guayaquil, Chillanes and Alausí due to different factors that made access to the destination difficult, therefore, it presents a deficiency in units and quality of service causing dissatisfaction in the service both in units and in user service. The fundamental objective was to evaluate the interprovincial transportation service of “Cooperativa de Transporte Colta”, obtaining a current situation to be able to analyze the quality of service through instruments and techniques and identify existing deficiencies to propose strategies to improve the service. Of transport. To support this research, non-experimental, documentary, and field methodologies were applied, resulting in the SERVQUAL model, which allows the analysis of service quality, providing information on the gaps that existed between perceptions and expectations, which allowed to identify the deficiencies that exist in the “Colta” Transportation Cooperative, according to table 4-8. The Transport Cooperative has a quota of 30 units, of which only 14 works, since the rest are disabled due to renewal, sale and legal problems, those that were evaluated through observation sheets that are structured with the NTE INEN 1668. In conclusion, with the proposed strategies it will be possible to fully improve the quality of service, safety, and comfort, which is why it is intended to continue periodically evaluating all strategies.