Bibliographic citations
Málaga, M., Olcese, D., Matos, P., Arévalo, P. (2019). El nivel de calidad según TQM en el sector transporte de pasajeros en Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/14297
Málaga, M., Olcese, D., Matos, P., Arévalo, P. El nivel de calidad según TQM en el sector transporte de pasajeros en Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2019. http://hdl.handle.net/20.500.12404/14297
@mastersthesis{sunedu/2651360,
title = "El nivel de calidad según TQM en el sector transporte de pasajeros en Lima Metropolitana",
author = "Arévalo, Patricio",
publisher = "Pontificia Universidad Católica del Perú",
year = "2019"
}
In this thesis we sought to investigate what was the level of implementation of the nine factors of TQM defined by Benzaquén (2013) in mass transit companies. To achieve this, first a database of companies offering the service of public transport in Lima was compiled. Due to the nature of the sector, only the public transport companies which had more than 150 units were considered. Of this population a sample of 25 was selected, to which the survey developed by Benzaquén (2013) was applied. The information collected through the survey was processed and analyzed. Regarding the level of implementation of the nine factors of quality, the result was that there is a high level of implementation of quality. This high level of implementation of the nine factors of quality does not correspond to the perception of service users who qualify him wrong regulate (Lima Como Vamos, 2014).
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