Análisis de la calidad de servicio al cliente de la Empresa DAVETRANSPORT S.A.

Abstract

The main objective of this research was to analyze the quality of customer service in the company DAVETRANSPORT S.A., which offers private transportation service in Guayaquil city. The theoretical foundations are based on previous studies and scientific research that supports the applied theories. For the research methodology, a qualitative and quantitative analysis was applied. To collect information to support the research, a survey composed of 22 questions was tested in a total of 124 adult passengers from the routes scheduled during the daytime. The survey was analyzed using the quantitative analysis based on the SERVPERF model, testing the customers perception about the service they were provided, which was composed with five dimensions that are tangibility, empathy, response capacity, reliability and security. In addition, the CRONBACH’S ALPHA and the PEARSON CORRELATION COEFFICIENT were applied to provide a higher level of reliability to the process. The merge of this models and calculations delivered a more efficient insight on how the customers perceive the services provided. For the qualitative analysis, a five question interview was conducted to the president of the company, previous users and company drivers. This calculations and analysis determined that generally, the company provides a satisfactory service to their clients, but it has to improve the quality of certain aspects. For such reason, the proposal is focused on professional and motivational coaching to the staff in order to improve the quality of customer service.