Evaluación de la percepción en la calidad del servicio de transporte particular suministrado a través de plataformas públicas
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Fecha
2024
Autores
Maldonado Contreras, Oscar Jesús
Ariza Ariza, Keiber José
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
El objetivo de este artículo es evaluar y mejorar la calidad del servicio proporcionado por las plataformas de transporte como Indrive, Didi y Uber en la ciudad de Barranquilla, centrándose en la percepción de los usuarios. Metodológicamente, se realizó una revisión exhaustiva de la literatura relacionada con la calidad del servicio en el sector del transporte. Esta revisión incluyó estudios sobre la satisfacción del usuario, los factores que influyen en la percepción de la calidad del servicio, y las mejores prácticas en la gestión de plataformas de transporte. Para la recolección de datos, se diseñaron encuestas estructuradas que fueron aplicadas a una muestra representativa de usuarios de las plataformas en Barranquilla, posteriormente, se llevó a cabo un análisis estadístico descriptivo de los datos, lo que permitió identificar patrones y tendencias en la percepción de los usuarios sobre la calidad del servicio. Este análisis incluyó la evaluación de variables como la puntualidad, la disponibilidad de conductores, la seguridad, la atención al cliente y el estado de los vehículos. Como resultado, se formularon recomendaciones específicas para las plataformas de transporte, enfocadas en optimizar la puntualidad, mejorar la atención al cliente, y garantizar altos estándares de seguridad y limpieza de los vehículos. Estas recomendaciones tienen como objetivo no solo mejorar la satisfacción del usuario, sino también fortalecer la competitividad de las plataformas en el mercado
The objective of this article is to evaluate and improve the quality of service provided by transportation platforms such as Indrive, Didi and Uber in the city of Barranquilla, focusing on user perception. Methodologically, an exhaustive review of the literature related to service quality in the transportation sector was carried out. This review included studies on user satisfaction, factors that influence the perception of service quality, and best practices in the management of transportation platforms. To collect data, structured surveys were designed that were applied to a representative sample of users of the platforms in Barranquilla; subsequently, a descriptive statistical analysis of the data was carried out, which made it possible to identify patterns and trends in the perception of users about the quality of the service. This analysis included the evaluation of variables such as punctuality, driver availability, safety, customer service, and vehicle condition. As a result, specific recommendations were made for transportation platforms, focused on optimizing punctuality, improving customer service, and guaranteeing high standards of vehicle safety and cleanliness. These recommendations aim not only to improve user satisfaction, but also to strengthen the competitiveness of the platforms in the market.
The objective of this article is to evaluate and improve the quality of service provided by transportation platforms such as Indrive, Didi and Uber in the city of Barranquilla, focusing on user perception. Methodologically, an exhaustive review of the literature related to service quality in the transportation sector was carried out. This review included studies on user satisfaction, factors that influence the perception of service quality, and best practices in the management of transportation platforms. To collect data, structured surveys were designed that were applied to a representative sample of users of the platforms in Barranquilla; subsequently, a descriptive statistical analysis of the data was carried out, which made it possible to identify patterns and trends in the perception of users about the quality of the service. This analysis included the evaluation of variables such as punctuality, driver availability, safety, customer service, and vehicle condition. As a result, specific recommendations were made for transportation platforms, focused on optimizing punctuality, improving customer service, and guaranteeing high standards of vehicle safety and cleanliness. These recommendations aim not only to improve user satisfaction, but also to strengthen the competitiveness of the platforms in the market.
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Palabras clave
Plataformas de transportes, Satisfacción del usuario, Calidad del servicio
