La calidad del servicio de autobuses urbanos de Jaén
Archivos
Fecha
2016-10
Autores
Consuegra Martínez, Carmen María
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ISSN de la revista
Título del volumen
Editor
Jaén: Universidad de Jaén
Resumen
[ES]Dada la importancia que ha adquirido la calidad para los consumidores en los últimos años, este trabajo se basa en estudiar la influencia que tiene esa calidad en los servicios. Para ello, se analizan las características del marketing de servicios, para así tener la capacidad de diferenciarlos de los bienes, y se estudian los componentes que forman el concepto de calidad y los diferentes métodos para poder realizar una medición de la misma.
De forma específica, el objetivo concreto de este proyecto es el análisis de la calidad del servicio de autobuses urbanos de la ciudad de Jaén. Se ha llevado a cabo una investigación empírica de naturaleza cuantitativa, a través de un cuestionario formado por 22 ítems.
Para realizar la evaluación se ha utilizado el modelo de brechas (o método SERVQUAL), con el cual es posible medir las percepciones de los usuarios y sus expectativas acerca de este servicio.
[EN]Given the importance that quality has acquired for the consumers in the last years, this work is based on the study of the influence that this quality has in the service sector. To that end the characteristics of services marketing are analysed so that they can be differentiated from the goods. In addition, the components that form the concept of quality are studied, as well as the different methods for the measurement of it. On a specific basis, the concrete aim of this project is analysing the quality of the service of urban buses of the city of Jaén. An empirical investigation of quantitative nature has been carried out through a questionnaire formed by 22 issues. In order to make the evaluation, the gaps model (or method SERVQUAL) has been used, with which it is possible to measure the perceptions of users and their expectations about this service.
[EN]Given the importance that quality has acquired for the consumers in the last years, this work is based on the study of the influence that this quality has in the service sector. To that end the characteristics of services marketing are analysed so that they can be differentiated from the goods. In addition, the components that form the concept of quality are studied, as well as the different methods for the measurement of it. On a specific basis, the concrete aim of this project is analysing the quality of the service of urban buses of the city of Jaén. An empirical investigation of quantitative nature has been carried out through a questionnaire formed by 22 issues. In order to make the evaluation, the gaps model (or method SERVQUAL) has been used, with which it is possible to measure the perceptions of users and their expectations about this service.