Propuesta para mejorar el servicio que se presta a los usuarios del Sistema Integrado de Transporte Público SITP, por parte de los operadores de buses de la empresa Masivo Capital Patio Porvenir.

Abstract

In order to investigate the various causes that lead to failures in the provision of services for users of the integrated public transport system "SIPT", the "Porvenir" courtyard has been taken as a population, corresponding to one of 4 courtyards managed by the company Masivo Capital SA The Porvenir courtyard operates 14 daily routes from the town of Bosa to different sectors of the city of Bogotá, these fourteen routes are covered by 367 SITP bus operators. With the intention of finding different sources that generate dissatisfaction among public transport users and specifically from the parliament Porvenir, two types of surveys were designed to identify the sources that generate dissatisfaction among users of this public transport service. For the design of each of the surveys, different aspects related to the behavior of both drivers and users were taken into account. Another important input for the development of this study was the statistics of the PQR, published by Transmilenio from January to June of this year. The surveys were applied to 131 operators of the Porvenir patio and to 143 users of the 14 routes that the same patio administers, with the results of the surveys an analysis of causes was carried out that allowed later to plant a proposal of improvement for the company Masivo Capital.