Análisis de la satisfacción del usuario del Terminal Terrestre de Vinces y propuesta de modelo de gestión.

Abstract

In city of Vinces there is a Bus Terminal declared provisional which has generated economic losses in 2020 of USD 61.5 thousand, which should have been assumed by the autonomous municipal government of the Vinces region. Attached to this problem, the terminal does not have an optimal level of satisfaction from its users. This research work aims to analyze the user’s satisfaction of the Vinces Bus Terminal through market research for the proposal of a management model. The mixed approach characterized the present investigation because it is a case study that tries to know in depth the studied phenomenon, without necessarily achieving the generality of results; where two instruments were used, one of them under was a survey under the ServQual model where the global rating on the perception of satisfaction was 61.51 points out of a total of 100 points, a result that allows us to know the dissatisfaction with the service offered. On the other hand, public figures were interviewed, where all agree that the space allocated for the land terminal and its service does not provide the appropriate conditions for the Canton. Based on this, a proposal for a management model optimized for the Vinces context was prepared, which projects a net financial cash flow of $ 34,674 in the tenth year, after obtaining a BDE Bank Credit of $ 2,270,049.