Resumo

ZAMBRANO CAMACHO, Nuria Raquel  e  ORELLANA INTRIAGO, Carlos Enrique. Factors that influence the quality of the heavy transportation service in Guayaquil. Universidad y Sociedad [online]. 2018, vol.10, n.5, pp. 224-231.  Epub 02-Dez-2018. ISSN 2218-3620.

The continuous growth of the commercial and industrial sector in Ecuador, has brought with it a heavy transport area with a sustained increase in its activities both locally and internationally. The main objective of this work is to analyze the factors that impact on the quality of service of the heavy transport companies in Ecuador. The methodological approach to this research is mixed as it contains both qualitative and quantitative research methods. In order to know their current situation and propose some alternative solutions, surveys and interviews were applied to important companies in the heavy transport sector and to the users of its service. The results include the lack of control in the delivery times of the commodity transported and the low safety rates in the merchandise transport service. This has made the majority of companies consider a change in their transport service provider that complies with the requested requirements. Finally, it is concluded that the heavy transport service can be improved through continuous improvement techniques and process standardization.

Palavras-chave : Factors; Quality; Services; Heavy transport.

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