Determinación de la satisfacción de los usuarios de la compañía de taxi Transtax de la ciudad de Machala.

Abstract

This essay analyzes the determination of user satisfaction of the taxi company “TRANSTAX, examining the various factors that influence the customer experience. Key factors such as punctuality, service quality, driver attitude, vehicle comfort and company efficiency are considered. The importance of user satisfaction and feedback measurement tools for the evaluation and continuous improvement of service quality is emphasized. We also discussed possible strategies to optimize customer satisfaction with a focus on staff training and personalized attention in addition to having an objective which is to determine the level of satisfaction of users of the taxi company “TRANSTAX” of the city of Machala, using qualitative-quantitative methods through surveys for each SERVQUAL AND SERVPERF model, resulting in what dimension the company must take into account so that customers feel satisfied with the service provided, examining and discussing with a similar investigation emphasizing in the need for continuous adaptation and the application of strategies to meet the changing expectations of customers in this industry, reaching the conclusion that how these results influence the perception of customers and helps them make decisions about what company to choose for the provision of the service, this entails wanting to inspire the taxi industry to continue providing services of the highest quality possible to fully satisfy those who depend on them, as well as shedding light on the difficulties and opportunities in determining satisfaction of users in taxi companies.