Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá

Seeking to contribute to the field of management, and particularly to decision makers on public mobility policies, this article measures the perception of users of Bogotá's Integrated Public Transport System (SITP) in what has to do with the service quality. Using the Servqual approach, the ana...

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Tipo de recurso:
Fecha de publicación:
2017
Institución:
Universidad del Rosario
Repositorio:
Repositorio EdocUR - U. Rosario
Idioma:
eng
OAI Identifier:
oai:repository.urosario.edu.co:10336/23970
Acceso en línea:
https://repository.urosario.edu.co/handle/10336/23970
Palabra clave:
Customer satisfaction
Service quality
Transport policy
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spelling fe650ad1-a96b-4278-bf54-857037bbc6367503430860006415f4e-20a6-4f02-ab6f-0233a246f85e2020-05-26T00:07:11Z2020-05-26T00:07:11Z2017Seeking to contribute to the field of management, and particularly to decision makers on public mobility policies, this article measures the perception of users of Bogotá's Integrated Public Transport System (SITP) in what has to do with the service quality. Using the Servqual approach, the analysis of gaps between expectations and perceptions of the service was performed. The results indicate that the variables that most affect the perception are safety and frequency of the routes. © 2017. revistaESPACIOS.com.application/pdf7981015https://repository.urosario.edu.co/handle/10336/23970engRevista EspaciosNo. 43EspaciosVol. 38Espacios, ISSN:7981015, Vol.38, No.43 (2017)https://www.scopus.com/inward/record.uri?eid=2-s2.0-85029573135&partnerID=40&md5=0f2bd827b438077b9d1dcc248564f989Abierto (Texto Completo)http://purl.org/coar/access_right/c_abf2instname:Universidad del Rosarioreponame:Repositorio Institucional EdocURCustomer satisfactionService qualityTransport policyContrasting between expectations and perceptions of service quality in the public bus transport system in BogotáContrastación entre expectativas y percepción de la calidad de servicio del sistema de transporte público de autobuses en BogotáarticleArtículohttp://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/resource_type/c_6501Vega Camacho O.H.Rivera Rodríguez, Hugo AlbertoMalaver Rojas N.10336/23970oai:repository.urosario.edu.co:10336/239702022-05-02 07:37:17.175034https://repository.urosario.edu.coRepositorio institucional EdocURedocur@urosario.edu.co
dc.title.spa.fl_str_mv Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
dc.title.TranslatedTitle.spa.fl_str_mv Contrastación entre expectativas y percepción de la calidad de servicio del sistema de transporte público de autobuses en Bogotá
title Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
spellingShingle Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
Customer satisfaction
Service quality
Transport policy
title_short Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
title_full Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
title_fullStr Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
title_full_unstemmed Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
title_sort Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
dc.subject.keyword.spa.fl_str_mv Customer satisfaction
Service quality
Transport policy
topic Customer satisfaction
Service quality
Transport policy
description Seeking to contribute to the field of management, and particularly to decision makers on public mobility policies, this article measures the perception of users of Bogotá's Integrated Public Transport System (SITP) in what has to do with the service quality. Using the Servqual approach, the analysis of gaps between expectations and perceptions of the service was performed. The results indicate that the variables that most affect the perception are safety and frequency of the routes. © 2017. revistaESPACIOS.com.
publishDate 2017
dc.date.created.spa.fl_str_mv 2017
dc.date.accessioned.none.fl_str_mv 2020-05-26T00:07:11Z
dc.date.available.none.fl_str_mv 2020-05-26T00:07:11Z
dc.type.eng.fl_str_mv article
dc.type.coarversion.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_6501
dc.type.spa.spa.fl_str_mv Artículo
dc.identifier.issn.none.fl_str_mv 7981015
dc.identifier.uri.none.fl_str_mv https://repository.urosario.edu.co/handle/10336/23970
identifier_str_mv 7981015
url https://repository.urosario.edu.co/handle/10336/23970
dc.language.iso.spa.fl_str_mv eng
language eng
dc.relation.citationIssue.none.fl_str_mv No. 43
dc.relation.citationTitle.none.fl_str_mv Espacios
dc.relation.citationVolume.none.fl_str_mv Vol. 38
dc.relation.ispartof.spa.fl_str_mv Espacios, ISSN:7981015, Vol.38, No.43 (2017)
dc.relation.uri.spa.fl_str_mv https://www.scopus.com/inward/record.uri?eid=2-s2.0-85029573135&partnerID=40&md5=0f2bd827b438077b9d1dcc248564f989
dc.rights.coar.fl_str_mv http://purl.org/coar/access_right/c_abf2
dc.rights.acceso.spa.fl_str_mv Abierto (Texto Completo)
rights_invalid_str_mv Abierto (Texto Completo)
http://purl.org/coar/access_right/c_abf2
dc.format.mimetype.none.fl_str_mv application/pdf
dc.publisher.spa.fl_str_mv Revista Espacios
institution Universidad del Rosario
dc.source.instname.spa.fl_str_mv instname:Universidad del Rosario
dc.source.reponame.spa.fl_str_mv reponame:Repositorio Institucional EdocUR
repository.name.fl_str_mv Repositorio institucional EdocUR
repository.mail.fl_str_mv edocur@urosario.edu.co
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