Analysis of the quality of service in the intra-cantonal transport of the Riobamba canton, province of Chimborazo

Abstract

The services are fundamentally characterized by their intangibility, since they cannot be perceived by the senses before acquiring them. They are provided and consumed at the same time that they are created, in the so-called Moments of Truth or decisive moments, which are “episodes in which the client comes into contact with any aspect of the organization and has an impression of the quality of the service. The moment of truth expresses, as can be deduced from its definition, the relationship that exists between supplier and client at the points of contact”. These “precious moments” in which the capacity of each service entity to satisfy its clients is put to the test, largely determine the results that will be obtained in the short, medium and long term; based on consumer orientation. The interview with the manager or delegate of the company is used, through video conference the self-diagnosis form will be applied based on Resolution No. ANT-NACDSGRD118-0000094, which will give us the current status in terms of quality. Likewise, the surveys will be used to determine the quality of the service provided by the intra-cantonal transport of the city of Riobamba, they will be applied to the users of the intra-cantonal transport at the busiest stops in the city of Riobamba. This survey is designed to help us identify the variables corresponding to the quality of service, and a sample of 386 people has been established. It can be seen that there is a lack of commitment on the part of the intra-cantonal transport companies in terms of quality of service, for this it is recommended that the competent authorities rigorously control the companies and evaluate the operations every six months, as well as the service. provided by them.