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...
Main Authors: | , , |
---|---|
Format: | Article |
Language: | English |
Published: |
Universidad Nacional de Colombia
2019-10-01
|
Series: | Dyna |
Subjects: | |
Online Access: | https://revistas.unal.edu.co/index.php/dyna/article/view/78368 |
id |
doaj-88e60e23f28b44e5a3200678fd990b9e |
---|---|
record_format |
Article |
spelling |
doaj-88e60e23f28b44e5a3200678fd990b9e2020-11-25T00:44:53ZengUniversidad Nacional de Colombia Dyna0012-73532346-21832019-10-0186211647410.15446/dyna.v86n211.7836852203Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, MexicoMarco Alberto Valenzo-Jiménez0Daniel Adan Lazaro-López1Jaime Apolinar Martínez- Arroyo2Universidad Michoacana de San Nicolás de HidalgoLogical Innovation EmpresarialUniversidad Michoacana de San Nicolás de HidalgoPurpose: 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, Responsiveness, Security and Empathy, and 25 items. The subjects of the study were users over 15 years old who regularly use the system. Users answered the expectations questionnaire the before getting on the transport vehicle and for the perceptions questionnaire, users answered it after getting off the vehicles. For each questionnaire, the sample was 392, a total of 784 people participated in the study, and their answers where measured using a five-point Likert-type scale. Results: The mean comparison shows that respondents have a high expectation level, with 4 points or above, whereas their perception level is 3, with gaps between 0.5 and 1 points.https://revistas.unal.edu.co/index.php/dyna/article/view/78368service qualityservqualqualitypublic transportationurban mobility |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Marco Alberto Valenzo-Jiménez Daniel Adan Lazaro-López Jaime Apolinar Martínez- Arroyo |
spellingShingle |
Marco Alberto Valenzo-Jiménez Daniel Adan Lazaro-López Jaime Apolinar Martínez- Arroyo Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico Dyna service quality servqual quality public transportation urban mobility |
author_facet |
Marco Alberto Valenzo-Jiménez Daniel Adan Lazaro-López Jaime Apolinar Martínez- Arroyo |
author_sort |
Marco Alberto Valenzo-Jiménez |
title |
Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico |
title_short |
Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico |
title_full |
Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico |
title_fullStr |
Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico |
title_full_unstemmed |
Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico |
title_sort |
application of the servqual model to evaluate the quality in the transportation service in morelia, mexico |
publisher |
Universidad Nacional de Colombia |
series |
Dyna |
issn |
0012-7353 2346-2183 |
publishDate |
2019-10-01 |
description |
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, Responsiveness, Security and Empathy, and 25 items. The subjects of the study were users over 15 years old who regularly use the system. Users answered the expectations questionnaire the before getting on the transport vehicle and for the perceptions questionnaire, users answered it after getting off the vehicles. For each questionnaire, the sample was 392, a total of 784 people participated in the study, and their answers where measured using a five-point Likert-type scale. Results: The mean comparison shows that respondents have a high expectation level, with 4 points or above, whereas their perception level is 3, with gaps between 0.5 and 1 points. |
topic |
service quality servqual quality public transportation urban mobility |
url |
https://revistas.unal.edu.co/index.php/dyna/article/view/78368 |
work_keys_str_mv |
AT marcoalbertovalenzojimenez applicationoftheservqualmodeltoevaluatethequalityinthetransportationserviceinmoreliamexico AT danieladanlazarolopez applicationoftheservqualmodeltoevaluatethequalityinthetransportationserviceinmoreliamexico AT jaimeapolinarmartinezarroyo applicationoftheservqualmodeltoevaluatethequalityinthetransportationserviceinmoreliamexico |
_version_ |
1725272702478974976 |