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Authors: Saúl Emilio Rivero-Mejía, Marta Luz Arango-Uribe, Vladimir Pallares-Arboleda, María Fernanda Gualtero- Mira, Natalí Agudelo-Leal
Keywords: public transport, quality measurement, standard UNE 13816, transport quality
Abstract: Transport is an activity that allows the mobility of people and goods and also contributes to the economic and social development of cities. However, passenger transport in the urban area is one of the activities that most affects the quality of life in the main cities of Colombia, as a result of negative externalities and, above all, of poor service quality. In that sense, since transport is a public service on which other economic activities depend, it is then required to be planned according to the needs, interests and expectations of its users. Therefore, offering a public service of low quality not only generates dissatisfaction but also leads to fewer and fewer people using it and choosing to buy their own vehicle, generating a vicious circle that exacerbates the problems of congestion, accident and environmental pollution. According to the above, in this work we studied the aspects associated with the quality of public transport of the city in Medellín in the urban bus mode from the point of view of the perception of the users of the service. For this, the Servperf, Servqual, PSQN and UNE 13816 standards were evaluated, using multivariate analysis. From that evaluation process the Servperf model was chosen, from which a survey of 16 questions was designed. Of these questions, 12 of them focused on users' perception of the dimensions established by the Servperf model and, in addition, were formulated according to the Likert scale, with 5 response levels. 394 frequent users of public transport in the bus mode were surveyed. It was found that the most valued aspects were the company's responsiveness, service reliability and tangible elements of the bus. Based on what was expressed by the users surveyed, it is appreciated that dimensions such as empathy and security in the service are not as important