Outstanding dimensions in the benefit of the urban bus transportation service in the city of Tulcán

Abstract

The present research look to improve the benefit from the urban bus transportation service in the city of Tulcán; due to this purpose the dimensions proposed by the SERVQUAL model of service quality developed by Zeithaml and Parasuraman were used. The methodology of the model, covered five dimensions: Reliability , Responsiveness, Safety, Empathy and Tangible Elements, each of them with special variables that have been presented to the users of Tulcán urban bus transportation service as surveys in order to determine the important elements. The inductive method was used since a conclusion is drawn from observations and particular tests.
The problem lies in the difficulty that transportation service providers have in determining which are the most important elements for the user and focusing on those elements to improve the service. It is a quantitative research - Descriptive, non-experimental cross-sectional because it uses elements such as frequency analysis, in a specific time. From these analyzes, it is concluded that a prominent element that users value when using the urban bus transportation service in the city of Tulcán is safety. The results show that users consider variables such as: slow start, slow
braking, constant cruising speed, the presence of street sellers as well as begging as important factors of the service.