Calidad del servicio y su influencia en la satisfacción de los usuarios en el transporte público urbano de la ciudad de Manta, 2023.

Abstract

The present research project was carried out with the purpose of demonstrating whether Service Quality influences user satisfaction in urban public transportation in the city of Manta, 2023, based on a quantitative approach of descriptive/correlational scope, consisting of a sample of 391 users between 18 and 69 years old, to collect the information, a survey was used as a research technique through a questionnaire designed by 39 quality determining questions such as reliability, responsiveness, security, empathy and tangible elements. , in order to know the level of user satisfaction. The results obtained indicate that 54.0% (211 users) agree with the service offered by urban public transportation in the city of Manta, while 37.6% (147 users) expressed neutral satisfaction with it. , it is important to highlight that users consider it necessary to focus on improving aspects such as safety and bus infrastructure. In conclusion, the results of the survey analysis were used as a tool to promote improvement in the urban public transport service of the city of Manta, proposing an action plan for the FETUM (Federation of Urban Transporters of Manta), Ente Urban Transport Regulator (GAD Manta – EP Mobility), in order to improve the quality of service and increase the level of user satisfaction.