Diagnóstico del nivel de servicio del transporte público de pasajeros. Caso de estudio: Loreto

Abstract

Abstract: The main objective of this research was to diagnose the level of service of public passenger transport in the canton of Loreto, province of Orellana, in the face of constant complaints related to non-compliance with schedules and routes, the poor condition of vehicles, incorrect treatment of personnel and insecurity of the service. A mixed methodological approach was used, descriptive and non-experimental, applying user surveys and direct observation cards to the transport units. The results showed the presence of deficiencies in the reliability of the service, availability, safety and physical conditions of the vehicles, which negatively influences the satisfaction and perception of users. On the other hand, an operational disorganization in routes and schedules was identified, as well as shortcomings in passenger service. After these findings, a proposal was made aimed at improving the level of service, focused on the optimization of routes and schedules, strengthening security and prior maintenance of the units.