El nivel de calidad según TQM en el sector transporte de pasajeros en Lima Metropolitana
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2019-05-31
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Pontificia Universidad Católica del Perú
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En la presente tesis se buscó investigar cual era el nivel de implementación de los
nueve factores del TQM definidos por Benzaquen (2013) en las empresas de transporte
público masivo. Para ello, se compiló una base de datos de las empresas que ofrecían el
servicio de transporte público en Lima. Debido a la naturaleza del sector, sólo se consideró a
las empresas de transporte público que contarán con más de 150 unidades. De esta población
se seleccionó una muestra de 25 a las que se les aplicó la encuesta desarrollada por
Benzaquen (2013). La información recogida mediante ésta fue procesada y analizada.
En relación al nivel de implementación de los nueve factores de la calidad, los
resultados mostraron que éste es bastante alto. Este alto nivel de implementación de los
nueves factores de la calidad no se corresponde con la percepción de los usuarios del servicio
quienes lo califican de malo a regular (Lima Como Vamos, 2014).
In this thesis we sought to investigate what was the level of implementation of the nine factors of TQM defined by Benzaquén (2013) in mass transit companies. To achieve this, first a database of companies offering the service of public transport in Lima was compiled. Due to the nature of the sector, only the public transport companies which had more than 150 units were considered. Of this population a sample of 25 was selected, to which the survey developed by Benzaquén (2013) was applied. The information collected through the survey was processed and analyzed. Regarding the level of implementation of the nine factors of quality, the result was that there is a high level of implementation of quality. This high level of implementation of the nine factors of quality does not correspond to the perception of service users who qualify him wrong regulate (Lima Como Vamos, 2014).
In this thesis we sought to investigate what was the level of implementation of the nine factors of TQM defined by Benzaquén (2013) in mass transit companies. To achieve this, first a database of companies offering the service of public transport in Lima was compiled. Due to the nature of the sector, only the public transport companies which had more than 150 units were considered. Of this population a sample of 25 was selected, to which the survey developed by Benzaquén (2013) was applied. The information collected through the survey was processed and analyzed. Regarding the level of implementation of the nine factors of quality, the result was that there is a high level of implementation of quality. This high level of implementation of the nine factors of quality does not correspond to the perception of service users who qualify him wrong regulate (Lima Como Vamos, 2014).
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Calidad total, Transporte urbano--Perú--Lima, Investigación cuantitativa
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