Evaluación del nivel de servicio del sistema de transporte público Metrovía en la troncal 3 (Bastión Popular-Centro) de Guayaquil

Abstract

Abstract: This study evaluate the level of service of the Metrovía public transport system in the Troncal 3 (Bastion Popular - Centro) of Guayaquil. SERVQUAL model and criteria of the UNE 13816 standard have been applied. The study was based on a quantitative approach with a non experimental descriptive design and used surveys aimed at system costumers. The findings revealed issues related to safety, accessibility, comfort, information, customer service, and the cleanliness and maintenance of buses and stops. The system's efficiency and sustainability are affected by users' negative and neutral perceptions of the service offered. Metrovía was created to provide a solution to the city's urban mobility; however, its value is being affected by a lack of institutional communication and operational weaknesses.. It is recommended that these systems focus on improving the user experience, advancing technological updates and advocating for more inclusive and safer public transport options to maintain their role as key facilitators of urban mobility.