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

Research output: Contribution to journalArticlepeer-review

3 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 contributionContrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá
Original languageSpanish
Article number3
JournalEspacios
Volume38
Issue number43
StatePublished - 2017

All Science Journal Classification (ASJC) codes

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

Fingerprint Dive into the research topics of 'Contrasting between expectations and perceptions of service quality in the public bus transport system in Bogotá'. Together they form a unique fingerprint.

Cite this