Satisfacción del usuario con el transporte público: un caso de estudio enfocado a la comunidad de la Universidad de Costa Rica
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2020
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Desde el punto de vista social, económico y ambiental, los sistemas de transporte público son reconocidos como opciones de transporte eficientes, debido a esto, varias ciudades del mundo han promovido su uso por encima del transporte privado. Sin embargo, a pesar de los esfuerzos de los gobiernos y operadores por mejorar la calidad del servicio, la preferencia del transporte privado suele ser mayor que la del transporte público. Para el desarrollo del estudio de los modelos de satisfacción con el transporte público se obtuvieron los datos de las encuestas realizadas en los años 2015 y 2018, enfocadas a personas que viajan regularmente a alguna sede de la Universidad de Costa Rica. De estos datos se clasificaron los que viajan en bus hacia la sede Rodrigo Facio, ya sea en autobuses regulares o en el autobús directo de la UCR. Utilizando modelos de ecuaciones estructurales se logró determinar los atributos más relevantes. Está claro que las personas que viajan por más tiempo y recorren mayores distancias tienen mejor (o peor) percepción de satisfacción con el transporte público. La variable más importante es la del recorrido que realiza el autobús tanto de ida como de vuelta, debido a que los seis modelos tiene la misma estructura de cadena, la variable latente que alimenta a la satisfacción es la operación y esta es su variable más significativa.
Inglés: From a social, economic and environmental point of view, public transport systems are recognized as efficient transport options, due to this, several cities in the world have promoted their use over private transport. However, despite the efforts of governments and operators to improve the quality of service, the preference for private transport is usually higher than that of public transport. For the development of the study of the models of satisfaction with public transport, data was obtained from the surveys carried out in 2015 and 2018, focused on people who travel regularly to a University of Costa Rica headquarters. From these data, those who travel by bus to the Rodrigo Facio headquarters were classified, either on regular buses or on the direct UCR bus. Using structural equation models it was possible to determine the most relevant attributes. It is clear that people who travel longer and travel greater distances have a higher (or lower) perception of satisfaction with public transport. The most important variable is the route that the bus takes both to and from, because the six models have the same chain structure, the latent variable that affect satisfaction is the operation and this is its most significant variable.
Inglés: From a social, economic and environmental point of view, public transport systems are recognized as efficient transport options, due to this, several cities in the world have promoted their use over private transport. However, despite the efforts of governments and operators to improve the quality of service, the preference for private transport is usually higher than that of public transport. For the development of the study of the models of satisfaction with public transport, data was obtained from the surveys carried out in 2015 and 2018, focused on people who travel regularly to a University of Costa Rica headquarters. From these data, those who travel by bus to the Rodrigo Facio headquarters were classified, either on regular buses or on the direct UCR bus. Using structural equation models it was possible to determine the most relevant attributes. It is clear that people who travel longer and travel greater distances have a higher (or lower) perception of satisfaction with public transport. The most important variable is the route that the bus takes both to and from, because the six models have the same chain structure, the latent variable that affect satisfaction is the operation and this is its most significant variable.
Descripción
Proyecto de graduación (licenciatura en ingeniería civil)--Universidad de Costa Rica. Facultad de Ingeniería. Escuela de Ingeniería Civil, 2020
Palabras clave
CALIDAD DEL SERVICIO - EVALUACION, SATISFACCION DEL CLIENTE - EVALUACION, SATISFACCION DEL CLIENTE - MODELOS MATEMATICOS, TRANSPORTE DE ESTUDIANTES UNIVERSITARIOS - EVALUACION, TRANSPORTE PUBLICO - EVALUACION