Resumen

OBLITAS VEDIA, Antonio. Analysis of the level of satisfaction of users of public (taxis) transport in the city of Sucre . Investigación y Negocios [online]. 2019, vol.12, n.20, pp.149-171. ISSN 2521-2737.

Abstract As transportation (particularly the public) is one of the most dynamic axes of our city and satisfies the need of people to move from one place to another, it has been considered to determine the quality and degrees of user satisfaction, in the provision of taxi services in the city of Sucre. The procedure followed to determine the quality and degree of satisfaction with the taxi service was the Servqual model, which establishes five dimensions; Tangibility, Reliability. Responsiveness, Security and Empathy. The Perceived Quality Index obtained, for each of the dimensions and for the global level of the service, establishes negative results. Therefore, the quality in the provision of the taxi service in the city of Sucre, presents significant deficiencies, establishing gaps between what they expect to receive and what customers actually receive from the service. Drivers fail to meet customer expectations and do not provide the service in the conditions established as the service should be provided.

Palabras clave : Service; Quality; satisfaction; users.

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