Bibliographic citations
Espinola, C., (2020). El nivel de percepción de los pasajeros sobre la calidad del servicio según el modelo Serperf aplicado a la empresa de transporte público urbano Libertad S.A., Trujillo 2019 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/25395
Espinola, C., El nivel de percepción de los pasajeros sobre la calidad del servicio según el modelo Serperf aplicado a la empresa de transporte público urbano Libertad S.A., Trujillo 2019 [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/25395
@misc{renati/444649,
title = "El nivel de percepción de los pasajeros sobre la calidad del servicio según el modelo Serperf aplicado a la empresa de transporte público urbano Libertad S.A., Trujillo 2019",
author = "Espinola Vega, Carlos Leny",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The general objective of the investigation was to determine the level of perception of the passengers on the quality of the service according to the SERVPERF model in the company of Transporte Público Urbano Libertad S.A., Trujillo 2019. The calculated sample consisted of 100 passengers who are users of the service. The research methodology is non-experimental, with a transectional design and a quantitative approach. The survey was the SERVPERF Scale with a Likert-type scale with 15 items to measure the independent variable with a Cronbach's Alpha value of 0.948. It was obtained as a result that the perception of the passengers on the quality of the service is efficient in 39%, regular 36% and deficient in 25%. The lowest valued dimension was safety, because passengers consider that buses exceed passenger capacity, especially at peak times. Finally, it was recommended that the company apply security policies in its transport units, first aid kit in all buses, internal signage, fire extinguisher and monitor the units.
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