PERCEPCIÓN DE LA CALIDAD DEL SERVICIO DE TRANSPORTE URBANO EN LA CIUDAD DE FLORENCIA

The quality of service is important within an organization, to keep it on the market. In August 2012 was carried out an investigation which it collaborates in the perception of the users of the urban service in the city of Florencia, in order to determine how it can measure the quality of it. For the development of the research was presence in the sectors that make up the urban perimeter, (normal and subnormal neighborhoods of the municipality), using a sample of 384 people all users of the urban service, obtaining as a result a dissatisfaction of the 76% of the population, which is due to different reasons as is the lack of allocation of routes for coverage of the service in all sec-tors, the poor condition of the rail tracks, the deterioration and the messiness of the vehicles that provide the service. In addition to this, the attention little friendly providing by drivers of the vehicles of collective service and long waiting times that the users are subjected. The mototaxi, has been taken as alternate transport which is a service that is not legally authorized and currently operates on a massive scale.