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

Oscar Humberto Vega Camacho; Hugo Alberto Rivera-Rodríguez; Natalia Malaver Rojas

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

Translated title of the contribution: Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá

Oscar Humberto Vega Camacho
, Hugo Alberto Rivera-Rodríguez
, Natalia Malaver Rojas

urosario

Research output: Contribution to Journal › Research Article › peer-review

8 Scopus citations

Abstract

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.

Translated title of the contribution	Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
Original language	Spanish
Article number	3
Journal	Espacios
Volume	38
Issue number	43
State	Published - 2017

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure
SDG 11 Sustainable Cities and Communities

All Science Journal Classification (ASJC) codes

Business and International Management
Management Science and Operations Research
Management of Technology and Innovation

Cite this

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title = "Contrastaci{\'o}n entre expectativas y percepci{\'o}n de la calidad de servicio del sistema de transporte p{\'u}blico de autobuses en Bogot{\'a}",

abstract = "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 Bogot{\'a}'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.",

author = "\{Vega Camacho\}, \{Oscar Humberto\} and Rivera-Rodr{\'i}guez, \{Hugo Alberto\} and \{Malaver Rojas\}, Natalia",

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TY - JOUR

T1 - Contrastación entre expectativas y percepción de la calidad de servicio del sistema de transporte público de autobuses en Bogotá

AU - Vega Camacho, Oscar Humberto

AU - Rivera-Rodríguez, Hugo Alberto

AU - Malaver Rojas, Natalia

PY - 2017

Y1 - 2017

N2 - 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.

AB - 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.

UR - https://www.scopus.com/pages/publications/85029573135

UR - https://www.scopus.com/pages/publications/85029573135#tab=citedBy

M3 - Artículo de Investigación

AN - SCOPUS:85029573135

SN - 0798-1015

VL - 38

JO - Espacios

JF - Espacios

IS - 43

M1 - 3

ER -

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

Abstract

UN SDGs

All Science Journal Classification (ASJC) codes

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