Contrastación entre expectativas y percepción de la calidad de servicio del sistema de transporte público de autobuses en Bogotá Academic Article

abstract

  • Seeking to contribute to the field of management, andparticularly to decision makers on public mobilitypolicies, this article measures the perception of users ofBogotá's Integrated Public Transport System (SITP) inwhat has to do with the service quality. Using theServqual approach, the analysis of gaps betweenexpectations and perceptions of the service wasperformed. The results indicate that the variables thatmost affect the perception are safety and frequency ofthe routes.

publication date

  • 2017/9/21

edition

  • 38

keywords

  • Bus
  • Decision maker
  • Integrated
  • Public transport
  • Quality of service
  • Safety
  • Service quality

International Standard Serial Number (ISSN)

  • 0798-1015

number of pages

  • 14

start page

  • 3

end page

  • 16