La calidad del servicio es un aspecto importante dentro de una organización, para que ésta se mantenga en el mercado. En agosto de 2012 se realizó una investigación que colaboró en conocer la percepción de los usuarios del servicio urbano en la ciudad de Florencia, con el fin de determinar cómo se puede mesurar la calidad del mismo.
Para el desarrollo de la investigación se hizo presencia en los sectores que conforman el perímetro urbano de la ciudad, (barrios normales y subnormales del Municipio), usando una muestra de 384 personas todas usuarios del servicio urbano, obteniendo como resultado una insatisfacción del 76% de la población, que obedece a diferentes razones como es la falta de asignación de rutas para cubrimiento del servicio en todos los sectores, el mal estado de las vías, el deterioro y el desaseo de los vehículos que prestan el servicio. Sumado a ello, la atención poco amable que prestan los conductores de los vehículos de servicio colectivo y los largos tiempos de espera a que se someten los usuarios. El moto taxi, ha sido tomado como transporte alterno el cual es un servicio no autorizado legalmente y en la actualidad opera de manera masiva.
keywords:
pservicio, transporte, calidad, movilidad, percepción, servicio urbano.
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