Análisis de la expectativa que tienen los usuarios de la ciudad de Guayaquil acerca de la calidad de servicio del transporte Aerovía.

Abstract

Currently, cities have the challenge of improving means of transport to facilitate human mobility and are related to poor quality of service, high level of congestion, pollution, among others. This translates into both economic and social losses. The objective of this work was to analyze the expectations that the users of the city of Guayaquil have about the Aerovía transport service for the development of a marketing plan for the first phase of the Guayaquil – Durán section. For the methodology, a descriptive study with a quantitative approach was developed and the Servqhos research instrument was applied. The questionnaire was applied to 450 users of the Airway system. For internal consistency, Cronbach's alpha was 0.955 while the KMO was 0.92. In addition, four factors were obtained with 71.236% of the explained variance. With the results obtained, a User Manual for the Airway System was prepared.