Análisis de la percepción de los usuarios sobre la calidad del servicio ofrecido por el transporte público de compañías de taxis en la ciudad de Quito sector Calderón en el año 2025

Abstract

Currently, the quality of taxi service has become a key factor in user satisfaction, as it meets the population's transportation needs. This research aims to analyze users' perceptions of the service quality offered by taxi companies in the city of Quito, specifically in the Calderón sector, during the year 2025. The research was conducted using a descriptive approach, primarily employing surveys of residents and users of the service in this area. This tool identified the level of satisfaction perceived by users, yielding predominantly positive responses that provided relevant information for the analysis. The various elements related to the quality of service provided, such as comfort level, customer service, safety, and fair fares, received mostly positive responses. As a result, the vast majority of users reported being satisfied with the quality of service offered by taxis; however, some areas for improvement were identified. In this context, the present study is presented as a key tool for identifying potential improvements in taxi services, thereby optimizing customer service processes and strengthening perceived quality. In this way, it seeks to contribute to more efficient management by taxi companies, aimed at increas