Calidad en el servicio al cliente en el transporte público urbano en la provincia del Cusco
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2019-01-21
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Pontificia Universidad Católica del Perú
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La percepción positiva de los clientes sobre la calidad de los servicios, representa una
ventaja competitiva, puesto que el cliente es quien evalúa de manera más exigente la calidad
percibida por un determinado servicio, motivo por el cual las empresas actuales con visión
ponen énfasis en priorizar este aspecto.
En tal sentido los modelos para evaluar la calidad del servicio son importantes para
permitir la sostenibilidad en el tiempo de las empresas, a lo largo de la historia se han
planteado diversos modelos para medir la calidad del servicio, siendo uno de los más idóneos
el modelo SERVQUAL.
La presente investigación busca validar el modelo SERVQUAL por primera vez a
nivel nacional en el servicio de Transporte Público Urbano específicamente en la Provincia
de Cusco, puesto que es uno de los sectores públicos que tienen mayor importancia en
nuestro país, busca además ser un precedente de estudio para el sector transporte en sus
diferentes modalidades, a través de la aplicación de un cuestionario estructurado y validado,
para medir las percepciones y expectativas de los usuarios del servicio a través de las cinco
dimensiones propuestas en este modelo.
De la prueba empírica efectuada a 399 participantes, se obtuvieron 389 encuestas
validas, las mismas que tenían 22 preguntas formuladas para medir las expectativas y 22
preguntas para medir las percepciones de los usuarios; para posteriormente determinar las
correlaciones a través del método de regresión lineal y T-Student para validar las hipótesis
planteadas, proporcionándonos resultados cuantitativos, que nos permitió efectuar una
calificación final del sector para así obtener un diagnostico general con el fin de formular
conclusiones y plantear recomendaciones que serán usadas por los empresarios que prestan
este tipo de servicio público, además de coadyuvar a la correcta administración y
fiscalización de este servicio por parte de la Municipalidad Provincial de Cusco.
The positive perception of clients on the quality of services represents a competitive advantage over other companies because it is the client who performs the most demanding evaluations of the quality of a particular service. This motivates forward-looking companies to prioritize this aspect of service. Consequently, the methods used to evaluate the quality of services provided are important in allowing the long-term sustainability of companies. Throughout history, there are diverse models for measuring the quality of services. One of the most appropriate models is SERVQUAL. This investigation aims to validate the SERVQUAL model for the first time at the national level when applied to the service provided by Urban Public Transportation of the Province of Cusco. As this is one of the most important public sector services available in our country, this work intends to set a precedent for future studies of the transportation sector in its various forms. This study uses a well-structured and validated questionnaire to measure the perceptions and expectations of its users through the five proposed dimensions put forth in this model. 389 valid survey results were obtained from a pool of 399 participants. This questionnaire included twenty-two questions formulated to assess users’ expectations, and twenty-two questions designed to ascertain users’ perceptions. These results were used to determine correlations using the linear regression method, and T-Student to validate the proposed hypotheses. This provided quantitative results which allowed us to make a final evaluation of the sector, and obtain a general diagnosis, which was then used to form evidence-based conclusions and provide recommendations to the appropriate businessmen. Furthermore, this contributes to the correct administration and auditing of this service by the Provincial Municipality of Cusco.
The positive perception of clients on the quality of services represents a competitive advantage over other companies because it is the client who performs the most demanding evaluations of the quality of a particular service. This motivates forward-looking companies to prioritize this aspect of service. Consequently, the methods used to evaluate the quality of services provided are important in allowing the long-term sustainability of companies. Throughout history, there are diverse models for measuring the quality of services. One of the most appropriate models is SERVQUAL. This investigation aims to validate the SERVQUAL model for the first time at the national level when applied to the service provided by Urban Public Transportation of the Province of Cusco. As this is one of the most important public sector services available in our country, this work intends to set a precedent for future studies of the transportation sector in its various forms. This study uses a well-structured and validated questionnaire to measure the perceptions and expectations of its users through the five proposed dimensions put forth in this model. 389 valid survey results were obtained from a pool of 399 participants. This questionnaire included twenty-two questions formulated to assess users’ expectations, and twenty-two questions designed to ascertain users’ perceptions. These results were used to determine correlations using the linear regression method, and T-Student to validate the proposed hypotheses. This provided quantitative results which allowed us to make a final evaluation of the sector, and obtain a general diagnosis, which was then used to form evidence-based conclusions and provide recommendations to the appropriate businessmen. Furthermore, this contributes to the correct administration and auditing of this service by the Provincial Municipality of Cusco.
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Palabras clave
Calidad total, Transporte--Perú--Cuzco, Investigación cuantitativa
Citación
item.page.endorsement
item.page.review
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Licencia Creative Commons
Excepto se indique lo contrario, la licencia de este artículo se describe como info:eu-repo/semantics/openAccess