Evaluación del Sistema Integrado de Transporte Masivo en el Área Metropolitana de la ciudad de Bucaramanga: una mirada desde los usuarios.

Abstract

This project consists in identifying the perception of the users regarding the quality of the service provided by the Integrated System of Massive Transport (SITM), as a result of several complaints and claims presented by the users, culminating with proposals for improvement aimed at exponential growth of quality service and that I increase with customer satisfaction. The main objective of the project is to determine the users' perception by applying a study instrument (Survey), which will be designed taking into account the most influential variables in the requests, complaints and claims (PQR's) made by the users and will be applied to a population sample determined statistically based on the number of users that use the SITM daily; Through the study instrument, the data that will be analyzed in a graphic and written way will be collected, taking as a reference this analysis will determine which factors are more important, and then establish the criticality of each factor by means of a table of assessments that assign a score to each type of response present in the study instrument; the valuation of the factors will allow us to classify them according to their negative influence on the quality of the service, after having classified them we will have obtained the critical factor that according to the perception of the users is the most influential and based on this, make the pertinent improvement proposals.