Diseño de un modelo de gestión basado en la percepción de los usuarios del transporte colectivo urbano (SIBUS) en Barranquilla
| datacite.rights | http://purl.org/coar/access_right/c_f1cf | |
| dc.contributor.advisor | Monsalve Peláez, Magda Andrea | |
| dc.contributor.advisor | Mendoza Guerra, José María | |
| dc.contributor.author | Díaz Lara, Maryleth Vanessa | |
| dc.contributor.author | Cabeza Gil, Roberto | |
| dc.date.accessioned | 2025-10-22T14:16:00Z | |
| dc.date.available | 2025-10-22T14:16:00Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | Este estudio tiene como finalidad proponer un modelo de gestión para optimizar el Sistema Integrado de Transporte Público Colectivo Urbano (SIBUS) en Barranquilla, a partir de la percepción de sus usuarios. La investigación se sustenta en la teoría de la calidad del servicio (Parasuraman et al., 1988), el modelo de expectativas vs. percepciones (Zeithaml et al., 1993) y enfoques contemporáneos de innovación en la movilidad urbana. Como marco comparativo, se analizaron experiencias internacionales exitosas como los sistemas BRT de Curitiba y Bogotá, y la transformación digital del transporte en ciudades como Singapur. Se aplicó una metodología cuantitativa, de tipo descriptiva y correlacional, mediante una encuesta estructurada con escala tipo Likert a una muestra de 167 usuarios del SIBUS, seleccionados con un nivel de confianza del 95% y error del 5%. El análisis de los datos permitió caracterizar el perfil sociodemográfico de los usuarios y evaluar su percepción respecto a atributos clave del servicio como puntualidad, información, comodidad, frecuencia, seguridad y medios de pago. Los resultados muestran una brecha significativa entre las expectativas de los usuarios y la calidad percibida del servicio, especialmente en aspectos como la información sobre rutas y la facilidad de pago. Si bien se identificaron avances recientes en infraestructura tecnológica como la tarjeta inteligente SIBUS, el sistema de control de flota en tiempo real y un chatbot vía WhatsApp, su adopción ha sido parcial y no ha logrado transformar de manera generalizada la experiencia del usuario. La mayoría de los encuestados usa el sistema diariamente para fines laborales y educativos, lo que refuerza la necesidad de mejorar la eficiencia operativa y la comunicación del servicio. Con base en estos hallazgos, se plantean recomendaciones dirigidas a fortalecer el uso de tecnologías de la información, optimizar la planificación de rutas y frecuencias, y consolidar un modelo de gestión centrado en el usuario. La propuesta contribuye al fortalecimiento del transporte público en Barranquilla y aporta evidencia útil para la formulación de políticas de movilidad urbana más sostenibles y eficientes. | spa |
| dc.description.abstract | This study aims to propose a management model to optimize the Integrated Urban Collective Public Transport System (SIBUS) in Barranquilla, based on user perception. The research is grounded in service quality theory (Parasuraman et al., 1988), the expectations vs. perceptions model (Zeithaml et al., 1993), and contemporary approaches to innovation in urban mobility. As a comparative framework, successful international experiences were analyzed, including BRT systems in Curitiba and Bogotá, and the digital transformation of transportation in cities like Singapore. A quantitative, descriptive, and correlational methodology was employed, using a structured Likert-scale questionnaire applied to a sample of 167 SIBUS users, selected with a 95% confidence level and 5% margin of error. The data analysis allowed for the characterization of users' sociodemographic profiles and the evaluation of their perceptions regarding key service attributes such as punctuality, information, comfort, frequency, safety, and payment methods. The results reveal a significant gap between user expectations and perceived service quality, especially in areas such as route information and ease of payment. Although recent technological infrastructure improvements were identified including the SIBUS smart card, real-time fleet control system, and a WhatsApp chatbot their adoption has been limited and has not yet significantly transformed the user experience. Most respondents use the system daily for work or educational purposes, highlighting the need to enhance operational efficiency and service communication. Based on these findings, the study offers recommendations aimed at strengthening the use of information technologies, optimizing route and frequency planning, and consolidating a user-centered management model. The proposed approach contributes to strengthening public transport in Barranquilla and provides valuable evidence for the development of more sustainable and efficient urban mobility policies. | eng |
| dc.format.mimetype | ||
| dc.identifier.uri | https://hdl.handle.net/20.500.12442/17042 | |
| dc.language.iso | spa | |
| dc.publisher | Ediciones Universidad Simón Bolívar | spa |
| dc.publisher | Facultad de Administración y Negocios | spa |
| dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 International | eng |
| dc.rights.accessrights | info:eu-repo/semantics/embargoedAccess | |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | |
| dc.subject | Transporte público | spa |
| dc.subject | Calidad del servicio | spa |
| dc.subject | Expectativas del usuario | spa |
| dc.subject | Innovación tecnológica | spa |
| dc.subject | Gestión operativa | spa |
| dc.subject | SIBUS | spa |
| dc.subject.keywords | Public transport | eng |
| dc.subject.keywords | Service quality | eng |
| dc.subject.keywords | User expectations | eng |
| dc.subject.keywords | Technological innovation | eng |
| dc.subject.keywords | Operational management | eng |
| dc.title | Diseño de un modelo de gestión basado en la percepción de los usuarios del transporte colectivo urbano (SIBUS) en Barranquilla | spa |
| dc.type.driver | info:eu-repo/semantics/masterThesis | |
| dc.type.spa | Trabajo de grado máster | |
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| oaire.version | info:eu-repo/semantics/acceptedVersion | |
| sb.programa | Maestría en Administración de Empresas e Innovación | spa |
| sb.sede | Sede Barranquilla | spa |
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