Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico

Purpose: The objective of this paper is to evaluate the quality of the public transportation system service in the city of Morelia, Mexico. Methodology: According to the needs of the study, the expectation-perception SERVQUAL model was adapted, which consists of 5 variables: Tangibility, Reliability...

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Bibliographic Details
Main Authors: Marco Alberto Valenzo-Jiménez, Daniel Adan Lazaro-López, Jaime Apolinar Martínez- Arroyo
Format: Article
Published: Universidad Nacional de Colombia 2019-10-01
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