Evaluación de la calidad del servicio de transporte público en buses urbanos de la Ciudad de Cuenca. Caso de estudio líneas 16 y 100

Abstract

One of the fundamental problems in the city of Cuenca is the quality of urban public transportation service, which directly impacts residents’ daily lives. For this reason, the objective is to evaluate the quality of public transportation service on urban bus lines 100 and 16 in Cuenca through surveys. Satisfaction surveys were conducted with 186 people, addressing quality criteria in the public transportation service, including punctuality, frequency, comfort, cleanliness, accessibility, safety, and other relevant factors. The surveys were completed through personal interviews and self-administered forms using the Google Forms platform. The results were processed using statistical methods and Excel software. The results obtained from these surveys revealed significant variability between the two lines. Additionally, statistical data from the surveys were used to interpret the level and quality of satisfaction on these two bus lines in Cuenca. For future research, it would be interesting to extend these satisfaction surveys to other bus lines to obtain a deeper and more comprehensive result on user satisfaction.