Estrategias de innovación en el área de servicio al cliente de la empresa sobusa
Cargando...
Fecha
2024
Autores
Barrera Palma, Alyson
Agudelo Vergara, Camilo Andrés
Rua Arrieta, Javier de Jesús
Atuesta García, Kleider Alberto
Serna Barrios, Donald Jheins
Charris Pizarro, Romario Rafael
Título de la revista
ISSN de la revista
Título del volumen
Editor
Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
El presente estudio tiene como objetivo identificar los factores determinantes de la satisfacción del cliente en el sistema de transporte público proporcionado por SOBUSA, una empresa de transporte urbano en Barranquilla. A través de un análisis detallado, se busca establecer estrategias innovadoras que promuevan el mejoramiento continuo en la calidad del servicio. La investigación se justifica en la necesidad de mejorar la atención al cliente en SOBUSA, especialmente en situaciones críticas como accidentes o disputas con los conductores. Actualmente, el servicio es limitado y no cuenta con mecanismos efectivos para que los usuarios puedan expresar sus quejas, recibir atención o resolver problemas de forma rápida y eficiente. La falta de un sistema adecuado de servicio al cliente no solo perjudica la experiencia del usuario, sino que también complica la gestión interna de la empresa para detectar y responder a las inquietudes de los pasajeros.
La metodología empleada incluye la evaluación de la percepción del cliente sobre la calidad del servicio actual ofrecido por SOBUSA, la determinación de los factores clave que impactan en la satisfacción del cliente y el efecto que tiene la percepción de la calidad del servicio sobre la experiencia del usuario. Además, se identifican acciones para el mejoramiento del sistema de atención al cliente que promuevan un incremento en la satisfacción del usuario. Los resultados de la investigación muestran que la mayoría de los usuarios del transporte público son jóvenes de entre 18 y 35 años, siendo este grupo el que más utiliza el transporte público con frecuencia. Sin embargo, existe una falta de interés entre estos jóvenes, posiblemente debido a altas expectativas en los servicios de transporte y a una mayor necesidad de tecnología y comunicación. Un estudio reciente confirma esta opinión y muestra que el 61.3% de los usuarios del transporte público de la ciudad tienen entre 18 y 24 años. Los principales motivos de insatisfacción incluyen problemas como retrasos, vehículos sobrecargados, falta de asientos y conexiones inadecuadas entre las diferentes rutas.
The objective of this study is to identify the determining factors of customer satisfaction in the public transportation system provided by SOBUSA, an urban transportation company in Barranquilla. Through a detailed analysis, we seek to establish innovative strategies that promote continuous improvement in service quality. The research is justified by the need to improve customer service at SOBUSA, especially in critical situations such as accidents or disputes with drivers. Currently, the service is limited and does not have effective mechanisms for users to express their complaints, receive attention, or resolve problems quickly and efficiently. The lack of an adequate customer service system not only harms the user experience but also complicates the company's internal management to detect and respond to passenger concerns. The methodology used includes the evaluation of the customer's perception of the quality of the current service offered by SOBUSA, the determination of the key factors that impact customer satisfaction, and the effect that the perception of service quality has on the user's experience. In addition, actions are identified to improve the customer service system that promote an increase in user satisfaction. The research results show that a majority of public transport users are young people between 18 and 35 years old, with this group using public transport most frequently. However, there is a lack of interest among these young people, possibly due to high expectations in transportation services and a greater need for technology and communication. A recent study confirms this opinion and shows that 61.3% of the city's public transport users are between 18 and 24 years old. The main reasons for dissatisfaction include problems such as delays, overloaded vehicles, lack of seats, and inadequate connections between different routes.
The objective of this study is to identify the determining factors of customer satisfaction in the public transportation system provided by SOBUSA, an urban transportation company in Barranquilla. Through a detailed analysis, we seek to establish innovative strategies that promote continuous improvement in service quality. The research is justified by the need to improve customer service at SOBUSA, especially in critical situations such as accidents or disputes with drivers. Currently, the service is limited and does not have effective mechanisms for users to express their complaints, receive attention, or resolve problems quickly and efficiently. The lack of an adequate customer service system not only harms the user experience but also complicates the company's internal management to detect and respond to passenger concerns. The methodology used includes the evaluation of the customer's perception of the quality of the current service offered by SOBUSA, the determination of the key factors that impact customer satisfaction, and the effect that the perception of service quality has on the user's experience. In addition, actions are identified to improve the customer service system that promote an increase in user satisfaction. The research results show that a majority of public transport users are young people between 18 and 35 years old, with this group using public transport most frequently. However, there is a lack of interest among these young people, possibly due to high expectations in transportation services and a greater need for technology and communication. A recent study confirms this opinion and shows that 61.3% of the city's public transport users are between 18 and 24 years old. The main reasons for dissatisfaction include problems such as delays, overloaded vehicles, lack of seats, and inadequate connections between different routes.
Descripción
Palabras clave
Servicio al cliente, Calidad, Innovación, Servicio de transporte público
