La satisfacción del cliente en la prestación de servicios de transporte público caso compañía de taxis ejecutivos Transveliba S.A. de la ciudad de Machala.

Abstract

The following research project focuses on customer satisfaction in the provision of private transportation services in the company Transveliba S.A. Machala. The main objective of this project is to analyze the perception and experience of customers with respect to the company's services. The project is structured as follows: chapter one presents the research problem, the general and specific objectives, as well as its justification. This chapter establishes the basis for the research, highlighting the importance of understanding and addressing customer satisfaction in the context of Transveliba S.A. Machala, in order to improve the quality of the services offered by the company. In chapter two, a literature review is conducted and the theoretical framework is established providing an in-depth understanding of customer satisfaction and service delivery. The importance of service quality and the need to adapt to customer expectations in a competitive and diverse market is highlighted. In this Chapter Three, the research design is presented, focusing on the types of research, level of research, research design, methodology, data collection instruments and data collection technique used in the project. In addition, the results of the surveys carried out with the company's users are presented. The results reveal users' overall satisfaction with certain aspects of the service, such as security and responsiveness, but also point to areas for improvement in tangible elements, reliability and empathy. Chapter IV of the research presents the key results and their analysis in relation to customer satisfaction. The results are contrasted with previous research, revealing similarities and differences with other taxi companies. In response to the findings, a comprehensive plan to improve service and customer service is proposed. Finally, the technical, economic-financial, social and environmental dimensions of the project are evaluated. Finally, chapter five presents the conclusions and recommendations related to the research objectives.