EVALUATION OF THE QUALITY OF PASSENGER TRANSPORTATION SERVICES OF THE COMPANY BLUEBUS - STAR

被引：0

作者：

Romero Fernandez, Ariel Jose ^{[1
]}

Alfonso Gonzalez, Iruma ^{[1
]}

Latorre Tapia, Luis Fernando ^{[1
]}

机构：

[1] Univ Reg Autonoma Los Andes, Quevedo, Ecuador

来源：

REVISTA UNIVERSIDAD Y SOCIEDAD | 2021年 / 13卷

关键词：

Service quality; Servqual model; transportation quality; employee satisfaction; customer satisfaction;

D O I：

暂无

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

The quality of services is vital for the performance of organizations; it is the only guarantee of being competitive and efficient. The purpose of this article is to evaluate the quality of services of the passenger transportation company BlueBus-Star. The modified Servqual model is applied, specifically the internal and external customer satisfaction questionnaires. The results show a 25% level of dissatisfaction among internal customers and 38% among external customers, the most affected attributes according to the employees' criteria are working conditions, communication and salary. For external customers the most affected attributes are tangibility, reliability, responsiveness and empathy. This shows the need to implement improvement actions.

引用

页码：217 / 225

页数：9

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