Abstract

TOLEDO QUINONES, Ricardo Enrique et al. Duality of the appreciated and questioned: satisfaction gaps in public passenger transport service. Revista InveCom [online]. 2025, vol.5, n.4, e504017.  Epub June 12, 2025. ISSN 2739-0063.  https://doi.org/10.5281/zenodo.14814837.

This study focuses on evaluating the satisfaction gaps in the public transport service on the Huaraz - Caraz route, considering both positive and negative perceptions through a questionnaire designed to capture the duality of user opinions. It develops a quantitative, descriptive and applied approach. The sample used in the research consisted of 636 passengers, randomly distributed according to schedules, days of the week and specific routes. In detail, 512 surveys were assigned to the Huaraz - Caraz route, 108 to Huaraz - Carhuaz and 16 to Huaraz - Taricá. The transportation service operates continuously for 18 hours a day, with vehicle departure frequencies usually 5 minutes apart, with the exception of the Huaraz - Taricá route, which is 10 minutes. The route has an asphalted tread surface and average travel distances of 1:30 hours for Huaraz - Caraz (69 km), 45 minutes for Huaraz - Carhuaz (34 km) and 30 minutes for Taricá (18 km). 28 authorized companies that operate almost 400 vehicles, usually with capacity for 15 passengers, participate in the transportation system. Despite the presence of multiple companies, competition between them is perceived as minimal, with 6 shared stops and a constant activity of getting passengers on and off during the journey. The findings support service improvement on the Huaraz - Caraz route and have significant theoretical and practical implications for operators and authorities.

Keywords : improvement; duality; gap.

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