Análisis de la percepción de los usuarios del Sistema de Transporte Masivo Tromerca

Abstract

The aim of the research was to analyze the perception of users regarding quality attributes ofpublic transport TROMERCA Metropolitan Area Merida. Currently, service quality has become aprerequisite for the survival of organizations, comprehensive care with quality and located theuser has resulted in all areas, so these studies are essential tools to guide performance oforganizations. Thus, through the analysis of the results obtained by service components andtheir attributes, in terms of importance to the citizens users and perception of service received,the positive aspects are noted to be consolidated or revalued and negative to be evaluated,perceptual maps the attributes valued by users, which are key and necessary to develop futurestrategies and service standards for public transport systems that enable customer service highquality pieces were produced