Análisis de atributos de calidad en el servicio que brindan las aplicaciones móviles de taxis en la ciudad de Guayaquil en el año 2020.

Abstract

This study analyzes the relevance of the quality attributes in the service provided by mobile taxi applications in the city of Guayaquil in 2020. The purpose of the research is that the results contribute to the understanding of the perception that the users of this type of business model have them and that they are used to promote their sustainability over time. As a methodology, the Sevrqual instrument was validated, and its application was made to users who have made use of the app to request taxis in the second city with the largest number of inhabitants in Ecuador. The expectations and perceptions of customers were measured to rate a service so that the companies that offer it can work with the vision of improving the perceptions based on the experience on the part of the users. A sample of 384 users was used to whom the online surveys were applied using the modified Servqual questionnaire to measure both expectations and perceptions; Once the quantitative results were obtained, they allowed us to know that the dimensions of reliability and security are the ones with the highest gaps, since their values were -0.108 and -0.096; this shows that the expectations are not covered by the companies that offer the service, for this reason improvements were proposed for each of the dimensions, taking the least relevant ratings to the most significant ones with the purpose of improving user perceptions.