La calidad del servicio y su influencia en la fidelización de trasporte indrive en Manta.

Abstract

The present research aims to analyze how service quality influences inDrive transportation loyalty in Manta. The study employs an exploratory quantitative methodology with a non-experimental design and a descriptive, explanatory, documentary, correlational, bibliographic and field approach. Data collection methods were applied to 384 respondents to understand user perceptions and the impact of factors related to service quality to assess key dimensions such as empathy, safety and service responsiveness, as well as loyalty indicators such as loyalty, perceived value and differentiation. The research seeks to identify the key elements that contribute to strengthening long-term relationships with users, using statistical tools and correlation analysis to establish significant findings. The results show that the positive perception of quality does have a direct influence on the user's decision to continue using the platform. The research suggests that improving key aspects of service can significantly strengthen customer loyalty and increase InDrive's competitiveness in the local market.