Özet:

In the province of Tungurahua, the means of public transport of buses have presented problems in the provision of services, operational and administrative, due to the lack of an adequate structure, which has caused it to be slow, polluting, and unsafe for the passengers. users. Therefore, the objective is to evaluate the satisfaction of the user of urban public transport based on the quality of the service offered in the province of Tungurahua. Descriptive analysis was applied, through a survey and exploratory factorial statistical analysis. As a result, it was concluded that there are 5 main factors of tangible elements, reliability, responsiveness, and guarantee. However, the empathy factor must be considered, which generates negative effects on reliability, driving style, ineffective service, lack of information on schedules and routes, where it is not convenient or satisfactory for users.

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