Resumen

MOREIRA ROSALES, Lourdes Viviana; ESPINOZA LASTRA, Oscar Roberto; ZAPATA MOREJON, Michelle Valeria  y  GRANDA SANMARTIN, Mayra Alexandra. Quality of the service of “Fedotaxi app”, from the perception of the clients. Universidad y Sociedad [online]. 2020, vol.12, n.5, pp. 209-218.  Epub 02-Oct-2020. ISSN 2218-3620.

The present study allowed measuring the quality of the service of the applicative “Fedotaxi app”, from the perception of the client. For it, there were used rules of the Servqual methodology having entailed to carry out comparative between perceptions and expectations, from the dimensions: tangibilidad, empathy, security, capacity of answer and reliability. Therefore, a questionnaire (22 items) to 378 located external clients in Santo Domingo was applied (Ecuador). Thus, the results demonstrated that the “security” surpassed the quality expectations. The remaining dimensions present/display important bankruptcies. In this sense, Fedotaxi requires technological renovation of transport units and elements that pays competitiveness on Uber and Cabify that, in spite of not being regulated in national territory, are operators with a strong positioning in the market.

Palabras clave : Quality; service; taxi; platform; mobile.

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