Citas bibligráficas
Cancino, M., Matzunaga, D., Soto, R., Zevallos, D. (2021). Calidad de servicio de la Línea 1 del Metro en la ciudad de Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/17827
Cancino, M., Matzunaga, D., Soto, R., Zevallos, D. Calidad de servicio de la Línea 1 del Metro en la ciudad de Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2021. http://hdl.handle.net/20.500.12404/17827
@mastersthesis{renati/17713,
title = "Calidad de servicio de la Línea 1 del Metro en la ciudad de Lima Metropolitana",
author = "Zevallos Reyna, David Luis Roger",
publisher = "Pontificia Universidad Católica del Perú",
year = "2021"
}
The business world is immersed in a cycle of constant change, which represents a great challenge for all companies since the decisions they make must revolve around the identification, analysis and satisfaction of their customers' needs. It is vital for any company to constantly measure the quality and external impact generated by its service, so that they can adapt, adjust or rethink their objectives and strategies in order to offer a high quality service to their customers. It is for this reason that there are models that allow evaluating and measuring the quality of a company's service. One of the main models used in the corporate and academic is the SERVQUAL; Many previous investigations have confirmed that it is a reliable and easily applicable instrument in various business sectors, including the public transport sector. The main objective of this research was focused on evaluating the quality of the service provided by Line 1 of the Lima Metro, through the application of the SERVQUAL model. To do this, a work was carried out to identify, measure and analyze the existing quality gaps in the service, data that was obtained from its users, when the information regarding what they perceive and expect from the aforementioned service was contrasted. The results of the investigation confirmed the existence of gaps in the quality of the service provided by Line 1 of the Lima Metro, for each of the dimensions of the SERVQUAL model, which reflected the current level of dissatisfaction that its users have, this due to that your expectations have not been fully met. On the other hand, the analysis carried out on the results obtained, allowed to formulate conclusions and recommendations, which are intended to provide relevant information to the company and suggest actions to improve the service they offer, which would increase the perception of quality and satisfaction of your customers.
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