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Calidad del servicio en la Cooperativa de Transporte 20 de Febrero del cantón Vinces
| dc.contributor.advisor | Lozano Chaguay, Luis Alberto | |
| dc.contributor.author | Zurita Villasagua, Ruben Eduardo | |
| dc.date.accessioned | 2021-11-19T20:20:48Z | |
| dc.date.available | 2021-11-19T20:20:48Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/10619 | |
| dc.description | The quality of service is something very fundamental in any service activity that is carried out, since depending on this, the satisfaction of customers / users who have the use of said service will be framed, in public transport this quality must be denoted and practiced daily, in the Cooperativa de Transporte 20 de Febrero of the canton Vinces, through the case study carried out, we must frame how satisfactory the service is, the present case study is carried out with the aim of analyzing how the quality of service is by part of these units that make up the Cooperative and that makes this happen, since there are problems such as abbreviated units, lack of biosecurity measures, high passage rates, or any other that directly affect the user and resulting in the service provided is not adequate and the disagreement exists. To carry out this study, we resorted to the use of a study method such as the user survey and interview with the president, which were given in order to collect information, observe and learn about the problems in the quality of the service provided by part of the aforementioned Cooperative, since this will lead us to conclude on how the quality of service provided is considered and if the problems specifically have their beginning from each of the units or in the internal administrative environment of the Cooperative. | es_ES |
| dc.description | The quality of service is something very fundamental in any service activity that is carried out, since depending on this, the satisfaction of customers / users who have the use of said service will be framed, in public transport this quality must be denoted and practiced daily, in the Cooperativa de Transporte 20 de Febrero of the canton Vinces, through the case study carried out, we must frame how satisfactory the service is, the present case study is carried out with the aim of analyzing how the quality of service is by part of these units that make up the Cooperative and that makes this happen, since there are problems such as abbreviated units, lack of biosecurity measures, high passage rates, or any other that directly affect the user and resulting in the service provided is not adequate and the disagreement exists. To carry out this study, we resorted to the use of a study method such as the user survey and interview with the president, which were given in order to collect information, observe and learn about the problems in the quality of the service provided by part of the aforementioned Cooperative, since this will lead us to conclude on how the quality of service provided is considered and if the problems specifically have their beginning from each of the units or in the internal administrative environment of the Cooperative. | es_ES |
| dc.description.abstract | La calidad de servicio es algo muy fundamental en toda actividad de servicio que se realice, ya que dependiendo de esta se enmarcara la satisfacción de los clientes/usuarios que dispongan de la utilización de dicho servicio, en el trasporte público esta calidad debe de ser denotada y practicada al diario, en la Cooperativa de Transporte 20 de Febrero del canton Vinces mediante el estudio de caso realizado debemos enmarcar que tan satisfactorio es el servicio, el presente caso de estudio se realiza con el objetivo de analizar cómo es la calidad de servicio por parte de estas unidades que conforman la Cooperativa y que hace que ello suceda, ya que existen problemáticas tales como, las unidades abreviada, falta de medidas de bioseguridad, tarifas de pasaje elevadas, o cualquier otras que afecten al directamente usuario y dando como resultado que el servicio brindado no sea el adecuado y exista la inconformidad. Para llevar a cabo este estudio recurrimos a la utilización de método de estudio como la encuesta a los usuarios y entrevista con el presidente, las cuales se dieron con el fin de recabar información, observar y conocer las problemáticas que en la calidad del servicio brindado por parte de la Cooperativa antes mencionada, puesto que esto nos llevara a concluir en cómo se considera la calidad de servicio prestada y sí los problemas específicamente tienen su inicio desde cada una de las unidades o en el ámbito interno administrativo de la Cooperativa. | es_ES |
| dc.format.extent | 24 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Calidad de servicio | es_ES |
| dc.subject | Trasporte público | es_ES |
| dc.subject | Satisfacción | es_ES |
| dc.subject | Usuarios | es_ES |
| dc.title | Calidad del servicio en la Cooperativa de Transporte 20 de Febrero del cantón Vinces | es_ES |
| dc.type | bachelorThesis | es_ES |
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