Metodología para la evaluación de la calidad del servicio en la Empresa de Ómnibus Nacionales de Santa Clara
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Fecha
2014-07-26
Autores
Vergel Noda, Neyla
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El presente Trabajo de Diploma se realiza en la EON de Santa Clara, situada en la carretera central esquina a Oquendo, Santa Clara. Dicha entidad es la encargada de garantizar la transportación de pasajeros en rutas regulares interprovinciales y fletes, prestando diversos servicios en sus estaciones. La investigación se lleva a cabo debido a la necesidad de contar con una metodología que posibilite la medición de la calidad del servicio para conocer el grado de satisfacción de los clientes. La misma tiene como objetivo general proponer una metodología para evaluar la calidad del servicio de transporte público automotor en la EON de Santa Clara, para conocer las expectativas y percepciones de los clientes y trabajar en función de lograr su satisfacción. Para lograr este objetivo fue necesario conformar una fundamentación teórica en la que se abordan diferentes conceptos referidos a la calidad en los servicios, herramientas más utilizadas para la medición de la satisfacción de los clientes, etc. Posteriormente se realiza un diagnóstico de la calidad en la UEB de Santa Clara, detectándose como problema fundamental la insatisfacción de los clientes externos y se hizo una propuesta de mejoras para este indicador. Finalmente se propone un procedimiento para medir la calidad del servicio de transportación de pasajeros en la UEB objeto de estudio, con el objetivo de conocer las principales deficiencias y disminuir o erradicar su impacto social. Dicha metodología contribuirá en gran medida a mejorar el proceso de toma de decisiones de la empresa, logrando así que sea más eficiente.
The present Work of Diploma is carried out in Santa Clara's EON, located in the highway central corner to Oquendo, Santa Clara. This entity is the one in charge of guaranteeing the transportation of passengers in regular routes between counties and freights, lending diverse services in its stations. The investigation is carried out due to the necessity of to have a methodology that facilitates the mensuration of the quality of the service and to know the grade of the clients' satisfaction. The same one has as general objective to propose a methodology to evaluate the quality of the service of self-driven public transportation in Santa Clara's EON, to know the expectations and the clients' perceptions and to work in function of achieving their satisfaction. To achieve this objective it was necessary to conform a theoretical foundation in the one that different concepts are approached referred to the quality in the services, tools more used for the mensuration of the satisfaction of the clients, etc. Later on is carried out a diagnosis of the quality in Santa Clara's UEB, detecting you as fundamental problem the dissatisfaction of the external clients and a proposal of improvements was made for this indicator. Finally he intends a procedure to measure the quality of the service of passengers' transportation in the UEB study object, with the objective of to know the main deficiencies and to diminish or to eradicate their social impact. This methodology will contribute in great measure to improve the process of taking of decisions of the company, achieving so is more efficient.
The present Work of Diploma is carried out in Santa Clara's EON, located in the highway central corner to Oquendo, Santa Clara. This entity is the one in charge of guaranteeing the transportation of passengers in regular routes between counties and freights, lending diverse services in its stations. The investigation is carried out due to the necessity of to have a methodology that facilitates the mensuration of the quality of the service and to know the grade of the clients' satisfaction. The same one has as general objective to propose a methodology to evaluate the quality of the service of self-driven public transportation in Santa Clara's EON, to know the expectations and the clients' perceptions and to work in function of achieving their satisfaction. To achieve this objective it was necessary to conform a theoretical foundation in the one that different concepts are approached referred to the quality in the services, tools more used for the mensuration of the satisfaction of the clients, etc. Later on is carried out a diagnosis of the quality in Santa Clara's UEB, detecting you as fundamental problem the dissatisfaction of the external clients and a proposal of improvements was made for this indicator. Finally he intends a procedure to measure the quality of the service of passengers' transportation in the UEB study object, with the objective of to know the main deficiencies and to diminish or to eradicate their social impact. This methodology will contribute in great measure to improve the process of taking of decisions of the company, achieving so is more efficient.
Descripción
Palabras clave
Empresa de Ómnibus Nacionales, Santa Clara, Calidad de los Servicios, Satisfacción del Cliente, Gestión de la Calidad, Transporte Público